Automotive Service Advisor

Immediately hiring for Technical support adviser Process

Job Description – Customer Support Executive (Technical Hotline)

Roles and Responsibilities:

* Handle incoming calls, emails, and chats from customers in a professional and courteous manner.

* Provide first-level technical support, addressing customer queries, troubleshooting basic hardware/software issues, and guiding users through standard diagnostic procedures.

* Log and document all customer interactions accurately in the CRM system with appropriate categorization and resolution notes.

* Escalate unresolved or complex issues to Level 2 / Technical Specialists or relevant departments as per the defined escalation matrix.

* Follow defined scripts, troubleshooting flows, and knowledge base articles, while maintaining a personalized and empathetic customer approach.

* Ensure adherence to SLA timelines, quality parameters, and call handling efficiency.

* Stay up to date with product knowledge, new feature releases, and standard operating procedures.

* Maintain a high level of professionalism, ownership, and customer satisfaction in every interaction.

* Adapt to evolving technologies, support tools, and customer communication platforms.

* Assist in creating and maintaining basic dashboards and performance reports using tools like Power BI for monitoring ticket trends and KPIs.

Educational Qualification:

* Bachelor’s degree in any discipline (Technical background preferred).

* 2–5 years of experience in a call center, helpdesk, or technical support environment.

Skills and Competencies:

* Excellent verbal and written communication skills in English and Hindi (regional language preferred).

* Strong technical aptitude with the ability to grasp product features, diagnose issues, and guide customers logically.

* Familiarity with CRM tools, ticketing systems, and MS Office applications.

* Excellent listening, analytical, and problem-solving skills.

* Ability to remain calm and composed under pressure and handle high-volume interactions efficiently.

* Willingness to work in rotational shifts, including weekends and holidays when required.

Preferred Attributes:

* Prior experience in BPO / Technical Helpdesk / OEM support process preferred.

* Quick learner with a customer-centric and solution-oriented approach.

* Team player with a positive attitude and adaptability to dynamic work environments.

Salary upto :27k CTC

Fluent English & Hindi Required

Working Days: 6 days a week (Monday to Saturday)

Timings: 9:00 AM – 6:30 PM (Variable based on shift schedule)

Interview round Virtual