Customer Support Representative

Seydeltech; Pune District; On-site; INR 350,000 - 550,000; Full time

Job summary

Seydeltech in Pune, Maharashtra invites a proactive technical support specialist to join our customer service team. You will handle calls, emails, and chat, diagnose issues, install software, and coordinate with internal teams to ensure fast resolutions.

You should be skilled in multi-channel customer interactions, warranty processing, RMAs, and service invoicing, with a strong focus on accuracy and customer satisfaction. Weekend and shift flexibility is expected.

Qualifications

• Must deliver high-quality technical support with a customer-first approach.
• Handle customer interactions via calls, emails and chat effectively.
• Experience processing warranty services, RMAs, and spare-parts orders.
• Coordinate with internal teams on policies, processes and training.

Responsibilities

• Provide prompt and professional customer service and technical support through calls, emails, and chat (blended process).
• Install software and troubleshoot operating systems, hardware, internet, and home networking issues.
• Understand customer needs and recommend appropriate solutions.
• Log, track, and update cases using the helpdesk ticketing system.
• Escalate complex technical issues to higher-level support teams when required.
• Prepare and process work orders and coordinate field visits when necessary.
• Follow up on shipments to ensure timely dispatch and delivery.
• Process customer returns, warranty claims, RMAs, and spare-parts orders as per procedures.
• Receive and verify incoming shipments and coordinate documentation with the accounts team.
• Ensure correct packaging as per carrier and compliance standards; suggest improvements when needed.
• Maintain accurate system data, records, and documentation.
• Review customer complaints and returns to identify root causes and implement corrective actions.
• Stay updated on new products, technologies, and support processes.
• Meet attendance requirements, including flexible shifts, weekends, and overtime as required.
• Consistently meet or exceed performance targets (KPI/MPS).
• Provide clear technical documentation and product information to customers.

Skills

Customer-focused support

Multichannel support

Warranty & RMAs

Vendor management

Cross-functional coordination

Training delivery

Timely communication

Documentation clarity

Job description

Role & responsibilities

• Provide prompt and professional customer service and technical support through calls, emails, and chat (blended process).
• Install software and troubleshoot operating systems, hardware, internet, and home networking issues.
• Understand customer needs and recommend appropriate solutions.
• Accurately log, track, and update cases using the helpdesk ticketing system.
• Escalate complex technical issues to higher-level support teams when required.
• Prepare and process work orders and coordinate field visits when necessary.
• Follow up on shipments to ensure timely dispatch and delivery.
• Process customer returns, warranty claims, RMAs, and spare-parts orders as per procedures.
• Receive and verify incoming shipments and coordinate documentation with the accounts team.
• Ensure correct packaging as per carrier and compliance standards; suggest improvements when needed.
• Maintain accurate system data, records, and documentation.
• Review customer complaints and returns to identify root causes and implement corrective actions.
• Stay updated on new products, technologies, and support processes.
• Meet attendance requirements, including flexible shifts, weekends, and overtime as required.
• Consistently meet or exceed performance targets (KPI/MPS).

Preferred candidate profile

• Ability to deliver high-quality technical support with a strong customer-first approach.
• Skilled in handling customer interactions via calls, emails, and chat.
• Experience in processing warranty services, RMAs, and spare-parts orders.
• Ability to manage service agents, approve service invoices, and resolve disputes.
• Effective coordination with internal teams on technical policies, processes, and training.
• Support planning and execution of technical training for customer service teams.
• Ensure timely, accurate, and professional handling of all customer communications.
• Provide clear technical documentation and product information to customers.