Automotive Service Advisor

Job Description

Job Description – Customer Support Executive (Technical Hotline)

Roles and Responsibilities:

* Handle incoming calls, emails, and chats from customers in a professional and courteous manner.
* Provide first-level technical support, addressing customer queries, troubleshooting basic hardware/software issues, and guiding users through standard diagnostic procedures.
* Log and document all customer interactions accurately in the CRM system with appropriate categorization and resolution notes.
* Escalate unresolved or complex issues to Level 2 / Technical Specialists or relevant departments as per the defined escalation matrix.
* Follow defined scripts, troubleshooting flows, and knowledge base articles, while maintaining a personalized and empathetic customer approach.
* Ensure adherence to SLA timelines, quality parameters, and call handling efficiency.
* Stay up to date with product knowledge, new feature releases, and standard operating procedures.
* Maintain a high level of professionalism, ownership, and customer satisfaction in every interaction.
* Adapt to evolving technologies, support tools, and customer communication platforms.
* Assist in creating and maintaining basic dashboards and performance reports using tools like Power BI for monitoring ticket trends and KPIs.