Customer Support Executive

3 days ago

Pune Maharashtra, India Wendor Innovations Private Limited Full time

At **Wendor**, we’re transforming the vending industry in India with our in-house designed, tech-enabled smart vending machines — already live in 70+ cities and expanding rapidly. We’re a focused, fast-growing team where everyone takes ownership and moves with purpose.

We’re looking for a **Support Executive** who can ensure our customers get fast, helpful, and solution-oriented support when they face issues with our vending machines. You’ll act as the first line of communication with users, resolve technical queries, and coordinate with internal teams to ensure a smooth and reliable support experience.

**Key Responsibilities**
- Respond to customer issues related to vending machines via call, WhatsApp, or ticketing systems
- Provide quick resolutions within the defined TAT (turnaround time)
- Escalate issues that cannot be resolved at your level to the relevant internal teams (engineering, logistics, etc.) and follow up until closure
- Visit customer sites when required, especially in cases where remote troubleshooting isn't possible
- Log all customer interactions, issue types, and resolution steps clearly in the system
- Track open tickets and ensure nothing is left unresolved
- Work closely with the operations, production, and tech teams to ensure cross-functional issue resolution
- Identify patterns in support tickets and suggest improvements in support processes or product reliability
- Contribute to building a knowledge base or FAQ to help reduce repeat issues
- Maintain professionalism and empathy in all customer interactions
- Share regular updates on support trends, escalations, and feedback with the team

**Requirements**:

- 1-3 years of experience in customer or technical support, preferably in a hardware or IoT product environment
- Strong communication skills (spoken and written) in English and Hindi
- Problem-solving mindset with a calm and empathetic approach
- Basic technical knowledge (mechanical/electrical) is a strong plus
- Willingness to travel for field support when needed
- Experience using CRM or ticketing tools is preferred
- A team player who is organized, reliable, and takes ownership
- Location: North-West Delhi (in-office position)

**Job Types**: Full-time, Permanent

Pay: ₹11,048.54 - ₹30,274.44 per month

**Benefits**:

- Cell phone reimbursement
- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Day shift
- Monday to Friday
- Morning shift
- Weekend availability

Work Location: In person

**Speak with the employer**
+91 7889507254

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