Technical Support Executive

Job Description – CCTV Customer Care & Technical Support ExecutivePosition: CCTV Customer Care & Technical Support Executive

Department: Customer Support / Technical Support

Location: Chennai

Employment Type: Full-Time

Job SummaryWe are looking for a CCTV Customer Care & Technical Support Executive to handle customer queries, provide technical assistance, troubleshoot CCTV and surveillance-related issues, and coordinate with field/service teams for installation and maintenance requirements.

The ideal candidate should have good communication skills, basic knowledge of CCTV systems and networking, and the ability to patiently guide customers through technical issues over phone, WhatsApp, and other communication channels.

• Key ResponsibilitiesHandle customer calls, WhatsApp messages, and technical support queries.
• Understand and troubleshoot CCTV-related issues remotely.
• Assist customers with
• CCTV camera setup and configuration
• DVR/NVR installation and settings
• Mobile app installation and configuration
• Remote viewing and playback issues
• Camera connectivity and offline issues
• Recording and storage-related problems
• Network/IP configuration
• Password reset and basic device configuration
• Guide customers step-by-step through troubleshooting procedures.
• Identify whether an issue can be resolved remotely or requires a field technician visit.
• Coordinate with installation/service teams for site visits and technical support.
• Maintain proper records of customer complaints, service requests, and resolutions.
• Follow up with customers until the issue is completely resolved.
• Escalate complex technical issues to the senior technical team when required.
• Provide basic product information and usage guidance to customers.
• Assist with warranty-related queries and service coordination.
• Maintain professional communication with customers and ensure a positive customer experience.

• Required Skills
• Basic knowledge of CCTV, DVR, NVR and IP cameras.
• Basic understanding of LAN, Wi-Fi, IP addresses, routers and networking.
• Knowledge of CCTV mobile applications and remote monitoring.
• Good troubleshooting and problem-solving ability.
• Good verbal and written communication skills.
• Ability to communicate with customers patiently and professionally.
• Basic computer knowledge.
• Comfortable using WhatsApp, email and customer-support systems.
• Ability to handle multiple customer queries and follow-ups.
• Preferred QualificationsDiploma / ITI / Graduate in Electronics, Computer Science, IT, or a related field.
• Previous experience in CCTV technical support, security systems, networking, customer care, or electronics support will be an advantage.
• Freshers with good technical knowledge and communication skills may also be considered.
• Key Performance Indicators (KPIs)Customer response time
• First-call resolution rate
• Complaint resolution time
• Customer satisfaction
• Follow-up completion
• Number of successfully resolved technical issues
• Proper documentation of service complaints
• Working RequirementsComfortable handling customer calls throughout the working day.
• Willingness to coordinate with field technicians and service teams.
• Ability to work under pressure and handle multiple customer complaints.
• Customer-focused attitude with strong ownership of assigned issues.

Salary: As per experience and skill level

Experience: 0–3 years preferred