Support Executive

Role Overview: As a Technical Support Specialist, your primary responsibility will be to provide technical assistance to customers for home-automation and electronics products. This office-based role involves guiding field installers and customers through troubleshooting via phone, video, and chat. It is essential to have a strong foundation in electronics and be fluent in Hindi to effectively communicate with stakeholders. Key Responsibilities: - Technical Support: Assist installers with wiring, configuration, and troubleshooting over call/video. Diagnose hardware issues such as sensors, relays, loads, power supplies, and modules. Verify installation photos and wiring diagrams, and provide corrective steps. Log issues clearly and escalate to the Research & Development/Quality Control team when necessary. - Coordination & Issue Tracking: Maintain detailed support logs, track ticket status, and ensure timely follow-ups. Ensure that issues are resolved within the defined Service Level Agreements (SLAs). Identify recurring issues and communicate them to the Quality Control and Research & Development teams for product enhancements. - Product Knowledge & Testing: Develop a strong understanding of circuits, relays, loads, and communication interfaces. Conduct bench testing of units if required. Assist Quality Control during new batch validations. - Documentation: Update wiring diagrams, FAQs, and troubleshooting sheets. Create user-friendly guides for common installer errors and solutions. Qualifications Required: - Diploma/BE in Electronics/Electrical/E&C. - Proficient in voltage, current, relays, loads, and wiring fundamentals. - Strong troubleshooting skills and logical thinking. - Fluent in Hindi for effective communication with installers nationwide. - Basic proficiency in English for reporting and documentation. - Ability to maintain composure during support calls and resolve issues efficiently. Additional Company Details: N/A Role Overview: As a Technical Support Specialist, your primary responsibility will be to provide technical assistance to customers for home-automation and electronics products. This office-based role involves guiding field installers and customers through troubleshooting via phone, video, and chat. It is essential to have a strong foundation in electronics and be fluent in Hindi to effectively communicate with stakeholders. Key Responsibilities: - Technical Support: Assist installers with wiring, configuration, and troubleshooting over call/video. Diagnose hardware issues such as sensors, relays, loads, power supplies, and modules. Verify installation photos and wiring diagrams, and provide corrective steps. Log issues clearly and escalate to the Research & Development/Quality Control team when necessary. - Coordination & Issue Tracking: Maintain detailed support logs, track ticket status, and ensure timely follow-ups. Ensure that issues are resolved within the defined Service Level Agreements (SLAs). Identify recurring issues and communicate them to the Quality Control and Research & Development teams for product enhancements. - Product Knowledge & Testing: Develop a strong understanding of circuits, relays, loads, and communication interfaces. Conduct bench testing of units if required. Assist Quality Control during new batch validations. - Documentation: Update wiring diagrams, FAQs, and troubleshooting sheets. Create user-friendly guides for common installer errors and solutions. Qualifications Required: - Diploma/BE in Electronics/Electrical/E&C. - Proficient in voltage, current, relays, loads, and wiring fundamentals. - Strong troubleshooting skills and logical thinking. - Fluent in Hindi for effective communication with installers nationwide. - Basic proficiency in English for reporting and documentation. - Ability to maintain composure during support calls and resolve issues efficiently. Additional Company Details: N/A