Customer Support Associate

Job description:

We are looking for a proactive Customer Support Officer to manage service operations, coordinate with field technicians, and ensure seamless customer support across pan-India locations. The role requires strong communication skills and excellent working knowledge of Excel to manage data, reporting, and service tracking efficiently.

Key Responsibilities

• Develop and manage a pan-India network of service technicians for installation and servicing of GPS tracking devices
• Plan and monitor daily installation and post-installation schedules across locations
• Coordinate with customers and internal field teams for service scheduling and issue resolution
• Handle all customer communication via Email, Phone, and WhatsApp in a timely and professional manner
• Ensure follow-ups within 24 hours and maintain a TAT of 24–48 hours for service requests
• Generate and manage repair invoices
• Maintain inventory of spares and consumables and coordinate logistics for dispatch across India
• Track and manage return of defective parts from technicians to the head office
• Provide support and guidance to field technicians, including conducting training sessions
• Monitor and supervise repairs and troubleshooting of GPS devices
• Prepare monthly failure and performance reports (Technician/Product/Region-wise) using Excel
• Manage reporting and data tracking in ERP systems

Desired Profile

• Minimum 2+ years of experience in managing service technicians for automotive/electrical installations
• Existing network of technicians across 100+ locations will be an advantage
• Strong communication skills (written & verbal) – essential for customer handling and coordination
• Advanced Excel skills for reporting, tracking, and analysis
• Good understanding of service operations and logistics coordination
• Ability to handle customer concerns professionally and resolve conflicts effectively
• Strong analytical and problem-solving skills, including root cause analysis
• Willingness to travel for technician hiring, training, and management