Key Responsibilities
- Diagnose and resolve hardware issues involving power supply, mainboards, display panels, optical engines, cooling systems, speakers, HDMI/USB ports, Wi-Fi, Bluetooth, and other connectivity components.
- Troubleshoot software and firmware-related issues, including boot failures, system lag, application crashes, firmware upgrades, operating system errors, and performance optimization.
- Provide technical support to customers through phone, email, WhatsApp, and remote support tools.
- Coordinate with authorized service centers for repairs, warranty claims, spare parts replacement, and technical escalations.
- Perform root cause analysis on recurring product issues and work closely with engineering and quality teams to implement corrective and preventive actions.
- Maintain accurate service records, troubleshooting guides, and knowledge base documentation.
- Support new product launches by validating service procedures and delivering technical training to internal teams and service partners.
- Ensure timely resolution of customer issues while maintaining high service quality and customer satisfaction.
Required Skills & Qualifications
- Bachelor's degree or Diploma in Electronics, Electrical Engineering, Electronics & Communication, or a related field.
- 4–8 years of experience in technical support or after-sales service within a product-based consumer electronics company.
- Strong knowledge of electronic hardware diagnostics and firmware troubleshooting.
- Familiarity with Android-based systems, embedded software, firmware updates, and networking concepts.
- Excellent problem-solving, analytical, and communication skills.
- Experience with CRM or ticketing systems and technical documentation.
- Ability to work independently and collaborate with cross-functional teams.
Preferred Skills
- Experience in projector, display, TV, or AV product support.
- Knowledge of warranty management and service center operations.
- Experience in customer handling, technical training, and process improvement initiatives.
Pay: ₹480,000.00 - ₹540,000.00 per year
Work Location: In person
