Customer Support Executive

SR Network Systems; Hyderabad; On-site; INR 280,000 - 420,000; Full time

Job summary

SR Network Systems in Hyderabad, India is seeking a Customer Support Executive to handle complaints, service requests, and escalations across calls, WhatsApp, email, CRM, and partner channels. You will coordinate between customers, field technicians, operations, and internal technical teams until issues are resolved.

You will create and assign service tickets with clear information on the customer, bus, device, location, and reported issue, ensuring proper updates and timely closures while

Qualifications

• Experience handling customer complaints and service requests.
• Ability to create and assign service tickets with clear details.
• Strong communication and coordination with multiple teams.

Responsibilities

• Act as the primary coordination point between customers, field technicians, and internal teams.
• Provide timely updates on ticket status and resolution times.
• Identify recurring issues and escalate to management.
• Maintain CRM records of all interactions and actions.

Skills

Customer service

CRM & ticketing

Communication

Escalation management

Tools

CRM system

Ticketing software

Job description

• Handle and manage customer complaints, service requests, and escalations received through calls, WhatsApp, email, CRM, and partner channels.
• Act as the primary coordination point between customers, field technicians, operations, and internal technical teams until each issue is resolved.
• Understand customer issues related to AirFi products such as Wi-Fi, GPS/VLTD, DMS/ADAS, CCTV/MDVR, Auto Announcements, Alcohol Detection, and other connected mobility solutions.
• Create and assign service tickets to the appropriate field technician, ensuring clear information about the customer, bus, device, location, and reported issue.
• Coordinate with Bus Operators to confirm bus location, availability, technician access, and suitable service timing.
• Continuously follow up with field technicians and customers to ensure service requests are completed within the defined TAT/SLA.
• Provide customers with timely updates on ticket status, technician assignment, expected resolution time, replacement requirements, and closure status.
• Handle critical customer escalations on priority and immediately elevate unresolved or recurring technical issues to Operations/Technical Management.
• Coordinate device repair or replacement wherever required and ensure the replacement/installation is properly completed and updated in the system.
• Proactively identify repeated complaints, recurring device failures, long-pending tickets, and service-quality issues and bring them to management's attention.
• Confirm resolution with the customer after technician completion and ensure tickets are closed only after proper service confirmation and documentation.
• Maintain accurate CRM records of complaints, escalations, technician visits, actions taken, device replacements, customer communication, and resolution dates.
• Maintain professional relationships with Bus Operators and ensure customers receive responsive, courteous, and transparent support.
• Prepare daily/weekly/monthly reports covering open tickets, closed tickets, ageing, SLA/TAT compliance, escalations, repeat complaints, technician performance, and customer-wise service issues.