Customer Support Specialist

2 weeks ago

Gurgaon, Haryana, India BhaiFi Full time
Job Description

Role Overview: 
We are looking for a Customer Support Representative to join our team in Gurgaon. The ideal candidate will excel in handling customer queries via calls and emails, have strong English communication skills, and possess technical troubleshooting abilities. A solid understanding of networking, cybersecurity, and CRM systems is essential. 

Key Responsibilities: 

  • Respond to customer inquiries through calls and emails with clarity, professionalism, and efficiency. 
    • Troubleshoot technical issues related to networking equipment, including routers, switches, and firewalls. 
      • Assist customers with basic cybersecurity concerns and solutions. 
        • Utilize CRM systems to manage customer interactions, track issues, and ensure timely follow-ups. 
          • Escalate complex technical problems to the relevant internal teams and ensure resolution. 
            • Maintain detailed and accurate records of customer interactions and resolutions. 
              • Educate customers on BhaiFi's products and services to enhance their understanding and experience. 
                • Stay updated on networking and cybersecurity trends to provide effective support. 

Qualifications: 

  • Proficient in English with excellent verbal and written communication skills. 
    • Familiarity with CRM tools and systems for managing customer interactions. 
      • Strong knowledge of networking concepts (e.g., TCP/IP, VLANs, firewalls) and basic cybersecurity practices. 
        • Prior experience in a customer support or technical troubleshooting role is preferred. 
          • Ability to handle multiple queries effectively and prioritize tasks efficiently. 
            • Strong problem-solving skills and a customer-focused approach. 

Why Join BhaiFi? 

  • Opportunity to work in a dynamic and fast-paced environment with cutting-edge technology. 
    • A supportive and collaborative team culture. 
      • Opportunities for professional development and career growth. 


      Requirements

Education & Experience:

  • Bachelor's degree in IT, Computer Science, Networking, or a related field (preferred).
  • 1-3 years of experience in customer support, technical support, or network troubleshooting

Technical Knowledge:

  • Strong understanding of networking concepts (TCP/IP, VLANs, Firewalls, DNS, DHCP, NAT).
  • Basic knowledge of cybersecurity principles (threat detection, VPNs, firewall configurations).
  • Experience with troubleshooting routers, switches, and firewall issues.
  • Familiarity with CRM tools (Zoho CRM, Salesforce, Freshdesk, etc.).
  • Hands-on experience with remote support tools (AnyDesk, TeamViewer, etc.).

Communication & Problem-Solving:

  • Excellent verbal and written communication skills in English.
  • Ability to handle multiple queries effectively and prioritize tasks.
  • Strong problem-solving skills with a customer-first approach.


Benefits Our benefits include: 

Health Insurance, Performance-Based Bonuses (For Specific Roles), Hybrid flexibility for better work-life balance, Wellness Programs – Access to mental health support, meditation sessions, and ergonomic workspaces to ensure a healthy and productive work environment, Team Lunches & Celebrations – Regular team lunches, parties, and win celebrations to foster a collaborative and fun work culture. 

Requirements
Education & Experience: Bachelor's degree in IT, Computer Science, Networking, or a related field (preferred). 1-3 years of experience in customer support, technical support, or network troubleshooting Technical Knowledge: Strong understanding of networking concepts (TCP/IP, VLANs, Firewalls, DNS, DHCP, NAT). Basic knowledge of cybersecurity principles (threat detection, VPNs, firewall configurations). Experience with troubleshooting routers, switches, and firewall issues. Familiarity with CRM tools (Zoho CRM, Salesforce, Freshdesk, etc.). Hands-on experience with remote support tools (AnyDesk, TeamViewer, etc.). Communication & Problem-Solving: Excellent verbal and written communication skills in English. Ability to handle multiple queries effectively and prioritize tasks. Strong problem-solving skills with a customer-first approach.

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