Customer Support Executive

•    Handle inbound and outbound customer interactions across calls, chat, WhatsApp and other support channels in a professional, friendly and helpful manner.

•    Assist customers with recharges, plan information, payment issues, account queries and onboarding.

•    Diagnose and resolve basic connectivity and router-related issues by guiding customers through clear, step-by-step troubleshooting.

•    Accurately log every interaction, issue and resolution in the CRM / ticketing system.

•    Escalate complex technical or operational issues to the relevant team and follow up until the customer’s problem is fully resolved.

•    Coordinate with field teams, internet partners (ISPs/PDOs) and internal departments to close customer issues end to end.

•    Meet individual and team targets for response time, resolution time, quality scores and customer satisfaction (CSAT).

•    Identify recurring problems and customer pain points, and share feedback with the team to help improve products, processes and the overall customer experience.

•    Stay up to date on Wiom’s plans, products, offers and policies so information shared with customers is always accurate.

Required Qualifications

•    0–2 years of experience in customer service, a call centre, BPO, telecom support or a similar customer-facing role. (Freshers with strong communication skills are welcome.)

•    Minimum qualification: 12th pass; a graduate degree is preferred.

•    Fluency in Hindi and the ability to communicate clearly and patiently with customers from diverse, non-metro backgrounds.

•    Working knowledge of English; comfort with regional languages is an added advantage.

•    Basic computer literacy and the ability to work confidently with CRM tools, ticketing systems and smartphone/web applications.

•    Willingness to work in rotational shifts, including weekends and holidays as per the support roster.

Preferred Skills & Competencies

•    Strong verbal communication and active listening/comprehension skills.

•    A genuine, empathetic and customer-first attitude, with patience when handling frustrated or non-technical users.

•    Good problem-solving ability and a calm, composed approach under pressure.

•    Basic understanding of broadband, Wi-Fi or telecom services and common connectivity issues.

•    Comfort with technology and a quick-learning mindset.

•    A team player who is dependable, accountable and motivated to meet goals.

What We Offer

•    A chance to do meaningful work — every issue you resolve helps a real family stay connected.

•    A supportive, fast-growing startup environment with clear paths for learning and career growth.

•    Training, mentoring and the tools you need to succeed in the role.

•    Competitive salary with performance-linked incentives and employee benefits.