Technical Sales Executive

Qdigi Services; Mumbai Suburban; On-site; INR 280,000 - 360,000; Full time

Job summary

Qdigi Services seeks an after-sales support specialist to serve ZipCare and Croma customers, delivering technical assistance and guiding customers through the device lifecycle.

You will perform setup, diagnostics, educate customers, register warranties, and coordinate with service teams to ensure a seamless experience while supporting upsell of accessories and care plans.

Qualifications

• Minimum 3 years of experience in retail, customer service or technical support.
• Hands-on knowledge of Apple, Windows, and Android devices.
• Ability to engage customers in English and the local language.
• Basic proficiency in using CRM systems and AI-enabled applications.
• Ability to identify customer needs and support consultative selling of after-sales products and services.
• Disciplined, process-oriented with strong follow-up and documentation skills.

Responsibilities

• Serve as the primary after-sales touchpoint for ZipCare and Croma customers, delivering technical assistance and customer experience throughout the device lifecycle.
• Perform device setup and configuration, including data transfer, software installation, device optimization, and screen guard installation.
• Perform Level-1 diagnostics, resolve software issues, conduct device health checks, and facilitate service support.

Skills

Customer service

Technical troubleshooting

CRM systems

English & local language communication

Education

HSC/ Diploma / ITI or related field

Tools

CRM systems

AI-enabled applications

Job description

Responsibilities:

• Serve as the primary after-sales touchpoint for the digital category to ZipCare customers, Croma customers, and walk-in customers, delivering technical assistance and customer experience throughout the device lifecycle.
• Perform device setup and configuration, including data transfer, software installation, device optimization, and screen guard installation.
• Perform Level-1 technical diagnostics, resolve software-related issues, conduct device health checks, and facilitate appropriate service support.
• Educate customers on device features, AI capabilities, best practices, and preventive care.
• Register devices for manufacturer warranty, protection plans, and service support while ensuring accurate documentation and a seamless customer experience.

Process, systems & compliance

• Create and manage service requests using the CROMA CRM for ZipCare customers, Croma customers and walk-in customers, while explaining the applicable service process, co-pay terms (where applicable), and documentation requirements (if any).
• Coordinate with internal service teams to facilitate timely service, provide customer updates and elevate unresolved cases as required.
• Maintain service records and adhere to defined SOPs, SLAs, data privacy policies, and compliance requirements.

Store collaboration

• Build strong working relationships with the store teams.
• Represent CROMA and Onsitego professionally and uphold brand and service standards at all times.

After-Sales revenue & conversion

• Support the store team in identifying upselling and cross-selling opportunities by recommending relevant accessories, Zipcare plans, and value-added services based on the customer needs.
• Clearly explain coverage, exclusions and claims processes in simple language.

Service custodian and buyback facilitation

• Own the end-to-end service journey for laptops, smartphones, and tablets by managing device intake, service registration, documentation, repair coordination, customer communication, and final handover.
• Coordinate with relevant service teams to ensure timely service resolution.
• Facilitate device buyback by performing eligibility checks, diagnostics, grading, and customer guidance in accordance with defined processes.

Desired candidate profile:

• Minimum 3 years of experience in retail, customer service or technical support roles.
• Hands-on knowledge of Apple, Windows, and Android devices, with the ability to configure, diagnose and perform Level-1 troubleshooting across smartphones, tablets, laptops, and related peripherals.
• Strong interpersonal and communication skills with the ability to confidently engage customers in English and the local language.
• Basic proficiency in using CRM systems and AI-enabled applications.
• Ability to identify customer needs and support consultative selling of after-sales products and services.
• Disciplined, process-oriented, with strong follow-up and documentation skills.

Qualification:

• HSC pass (Diploma, ITI, or Graduate in computer science, information technology, electronics, or a related field preferred but not mandatory).
• Relevant experience in consumer electronics retail, technical support, or after-sales service will be preferred.
• Preferred certifications: Basic hardware & networking / IT Support certifications, Apple device support, Microsoft windows Support, Android device support training or equivalent technical certifications.

Key Success Metrics (What this role is measured on)

• Customer satisfaction (CSAT) / Net promoter score (NPS) at the store level.
• Warranty / care plan attachment rate on assisted customers.
• Store partner feedback and collaboration score.