Customer Support Engineer

Wendor

Support Executive

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)