Product Support Executive

1 week ago

Delhi, Delhi, India Lynkit Full time ₹ 18,24,000 - ₹ 54,72,000 per year

Position: Product Support Executive

Department: Technical Support

Location: Okhla Phase- 1 (On-site)

Working days- a rotational work shift - 9 hour shifts, 6 days a week

Role Overview

The Product Support Executive is responsible for managing the end-to-end servicing process of customer devices, including preparation of quotations/estimates, coordinating dispatch and receipt of products, customer updates, and smooth service workflow management.

Key Responsibilities

1. Estimates, Quotations & Service Documentation

  • Prepare accurate service estimates and quotations based on inspection findings or customer requirements.
  • Share quotations with customers and obtain approval before repair.
  • Maintain records of all quotations, approvals, and job cards.
  • Ensure pricing and service charges follow company policies.

2. Device Dispatch & Receiving

  • Coordinate dispatch and receipt of customer devices for servicing.
  • Log incoming devices with proper documentation and condition check.
  • Ensure properly labeled, safe, and timely dispatch of serviced devices.
  • Track courier/shipment status and update the system accordingly.

3. Customer Coordination

  • Serve as the main point of contact for customers regarding service status.
  • Provide timely updates on repair progress, quotation approval, or delays.
  • Handle customer queries related to service, warranty, or delivery.
  • Ensure a positive customer experience through clear and proactive communication.

4. Service Workflow Monitoring

  • Coordinate with the internal service technicians/repair team for timely completion of work.
  • Follow up on pending services, parts availability, and escalations.
  • Assist in documenting common issues and service trends.

5. Reporting & Administration

  • Maintain daily service logs, quotation history, and communication records.
  • Update CRM/service software regularly.
  • Prepare weekly or monthly reports on devices received, dispatched, quotations, and completed services.

Required Skills & Qualifications

  • Bachelor's degree preferred.
  • 1–3 years of experience in product support, service coordination, or customer service.
  • Strong communication and customer-handling skills.
  • Basic technical understanding of products/devices (training will be provided).
  • Proficiency with MS Office, Excel, and CRM tools.
  • Good organizational and multitasking skills.

Job Types: Full-time, Permanent

Benefits:

  • Food provided
  • Health insurance
  • Paid sick time
  • Paid time off
  • Provident Fund

Education:

  • Bachelor's (Preferred)

Experience:

  • Support Specialist: 1 year (Preferred)

Work Location: In person

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