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Technical Support Receptionist

Brivo
Bengaluru, IND
Full-time
Entry · 1+ years experience
Onsite
Discovered 1 months ago
TCP/IPDHCP

Full Job Posting

Key Responsibilities

  • Call Handling & Intake: Answer incoming calls promptly, maintaining a high volume of 30–40 calls daily per team member.
  • Troubleshooting Documentation: Active-listen to customer issues, capturing detailed, accurate notes on their technical inquiries and symptoms.
  • Warm Transfers: Execute seamless, warm hand-offs of qualified technical issues to available Tech Support agents with context provided.
  • Call Routing: Direct misrouted or non-technical calls efficiently to the appropriate internal departments.
  • Customer Care: Act as the first point of contact, providing a professional and welcoming initial impression for all incoming callers.
  • High-Level Escalation: Solve complex hardware and firmware challenges, providing real-time guidance on on-site wiring, terminations, and device programming.
  • Agile Queue Management: Thrive in a high-volume environment, managing a "round-robin" flow of emails and chats with precision and speed.
  • Emphasize Ownership, Urgency, and Positive Persistence: Own issues that are presented to you and drive them with the urgency you would if it were you waiting for the solution. Persist in your efforts to resolve issues - engaging with necessary resources inside and outside your team.

Skills, Knowledge & Expertise

  • Education: B.E./B.Sc. in Electronics, Electrical, or Telecommunications.
  • Experience: 1+ years in a technical helpdesk or hardware support role.
  • The "Toolbox": Solid understanding of electronic components (Relays, Resistors, etc.), low-voltage power principles, and the ability to read circuit diagrams.
  • Networking: Practical knowledge of TCP/IP, DHCP, and networking troubleshooting. CCNA or CompTIA Network+ certifications are a major plus.
  • Clarity: You can explain a complex electrical ground loop issue simply and professionally.
  • Ownership: A "stick-to-it" mindset. You own the problem until the dealer’s door locks and unlocks as intended.
  • Adaptability: Comfortable toggling between high-level cloud software (SaaS) and "boots-on-the-ground" hardware issues.
  • Communication: Exceptional communication skills to deal with global clientele. We're looking at folks who have managed global communications in the past.

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