Technical Support Executive - CCTV Customer Care

About the Role

Acemetro Electronics India Private Limited seeks a full-time Technical Support Executive specializing in CCTV customer care based in Chennai. The role involves handling and resolving customer inquiries related to CCTV systems and surveillance equipment through various communication platforms such as phone and WhatsApp.

Key Responsibilities

• Manage incoming customer communications via calls, WhatsApp messages, and support queries.
• Diagnose and resolve technical issues related to CCTV systems remotely.
• Provide step-wise assistance on CCTV camera setups, DVR/NVR installations, mobile app configurations, remote viewing, connectivity, recording/storage, and network settings.
• Determine when on-site technician intervention is necessary and coordinate field visits accordingly.
• Document all customer complaints, service requests, and resolutions accurately.
• Follow up persistently with customers until complete resolution.
• Escalate complex problems to senior technical staff as needed.
• Deliver product information and guide usage to customers.
• Coordinate warranty services and address related inquiries.
• Maintain professionalism and promote a positive customer service experience.

Required Skills and Qualifications

• Basic understanding of CCTV technology including DVR, NVR, and IP cameras.
• Familiarity with networking concepts such as LAN, Wi-Fi, IP addressing, and routers.
• Knowledge of CCTV mobile application functionality and remote monitoring techniques.
• Strong problem-solving and troubleshooting capabilities.
• Effective verbal and written communication skills with patience and professionalism.
• Basic computer proficiency and confidence in using WhatsApp, email, and customer support tools.
• Adept at handling multiple customer queries and follow-ups concurrently.
• Diploma, ITI, or graduate degree in Electronics, Computer Science, IT, or related disciplines preferred.
• Prior experience in CCTV technical support, security systems, or customer care is desirable but freshers with appropriate aptitude may be considered.

Performance Indicators

• Customer response time
• First-call resolution rate
• Time to complaint resolution
• Overall customer satisfaction
• Completion rate of follow-ups
• Number of successfully resolved technical issues
• Accuracy and completeness of complaint documentation

Working Conditions

• Ability to manage customer calls throughout the workday.
• Coordination with field technicians and service groups is essential.
• Capability to handle pressure and multiple complaints effectively.
• Customer-centric approach with strong responsibility over assigned issues.

Compensation

Monthly salary ranges from 15,000 to 25,000 INR, commensurate with experience and skills.

Experience Requirement

Freshers to candidates with up to 3 years of relevant experience in similar roles are welcome to apply.