Customer Support Executive (Tier 1 Technician)

About the role

As a Customer Support Executive (Tier 1 Technician) you will be the first point of contact for RepairDesk users, delivering assistance through chat, phone and email. You will diagnose basic technical issues, provide remote training, and ensure a smooth experience for customers of the repair shop management platform.

Key responsibilities

• Respond to customer inquiries via live chat, telephone and email, addressing complaints with empathy.
• Diagnose and resolve basic technical problems; escalate complex cases to higher support levels.
• Document tickets and track issues using JIRA and the ZOHO platform.
• Provide remote software training and follow‑up to ensure proper usage of the product.
• Research customer issues and relay feedback to the development team.
• Maintain up‑to‑date knowledge of RepairDesk’s features and workflows.

Required profile

• 2–3 years of experience in client communication or a high‑volume call‑center environment.
• Excellent written and verbal English communication skills.
• Customer‑first attitude with strong problem‑solving abilities.
• Ability to manage multiple communication channels simultaneously.

Required skills

• JIRA
• ZOHO platform
• Microsoft Office suite
• TeamViewer
• RingCentral (or similar call‑center solution)
• Dropbox
• Google Drive

What we offer

• Health insurance (IPD) for self, spouse and children
• Maternity and paternity benefits
• Provident fund
• Paid casual, medical and annual leaves
• Profit/stock sharing plan for tenured employees