Technical & Customer Support Representative
Roles and Responsibilities:
• Provide a full range of customer service and technical support for products in a prompt, efficient, and professional manner.
• Install software programs and troubleshoot operating systems, software, hardware, email, modem, and home networking issues.
• Understand customer needs and recommend appropriate, effective solutions.
• Diagnose PC hardware, software, OS, internet/IP, cable modem, and cabling issues across Windows and Macintosh platforms.
• Maintain accurate problem-call tracking using the helpdesk ticketing system.
• Troubleshoot and escalate advanced technical issues to higher-level support teams when necessary.
• Prepare and process work orders for maintenance requests, determine if field visits are required, and ensure appropriate follow-up procedures are completed.
• Follow up on all daily shipments to ensure on-time dispatch.
• Accept, verify, and process paperwork for incoming customer returns as per standard procedures.
• Receive incoming shipments and coordinate filing of receipts, freight bills, and invoices with the accounting department.
• Adhere to standard packaging procedures, including weight, dimensions, pallet requirements, and carrier regulations.
• Make recommendations for packaging improvements to meet carrier and compliance guidelines.
• Perform accurate data entry, maintain up-to-date system information, and ensure documentation integrity.
• Stay updated on new technologies, products, tools, and support methodologies.
• Review reasons for customer returns/complaints and implement corrective actions.
• Ensure regular, consistent, and punctual attendance; must be able to work nights, weekends, variable schedules, and overtime as required.
• Consistently achieve or exceed defined performance expectations (KPI/MPS).
• Perform other duties and responsibilities as assigned. Qualifications and Education Requirements
• Tertiary qualification in Electrical/Electronic Engineering preferred.
• Training in handling customer calls is an advantage.
• Call center experience is desirable.
• Experience in product design, development, or product management is an added advantage.
Preferred Skills:
• Deliver best-in-class technical support with a focus on customer satisfaction, consumer trends, and continuous improvement.
• Respond to technical queries from customers and identify root causes with appropriate corrective actions.
• Process warranty, RMA, and spare-parts orders efficiently and accurately.
• Manage warranty service jobs, including scheduling labour and dispatching materials.
• Build and maintain strong relationships with service agents; authorize service invoices and resolve disputes.
• Liaise closely with internal departments on technical policies, processes, and product training.
• Assist in planning and organizing technical training requirements for customer service teams.
• Ensure all incoming technical calls and emails are handled promptly and professionally.
• Provide technical literature, product information, and documentation to customers as needed.
Shubham Vishwakarma
Full Stack Developer - Averlon
About Seydeltech India Private Limited
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Full Stack Developer - Averlon