In-Store Tech Support Executive

Job Description

Job Purpose : -

The In-Store Technical Support & Customer Experience Executive is the on-ground face of

Onsitego inside partner retail stores. This role is responsible for enabling customers on newly

purchased devices, resolving first-level technical issues, driving after-sales attachment

(warranties and care plans), and ensuring a frictionless post-purchase experience that builds

customer trust and repeat business.

This is a customer-facing, light-technical, revenue-adjacent role critical to customer satisfaction

and partner success.

Responsibilities:

Customer Enablement & Technical Support

Perform first-time setup of smartphones, tablets, laptops, and printers (OS setup, apps,
data transfer, basic configuration).
Diagnose and resolve first-level hardware and software issues at the store.
ducate customers on correct usage, care, and common failure prevention.
Register devices for warranty, protection plans, and service support.

After-Sales Revenue & Conversion

Understand customer needs and recommend appropriate Onsitego warranty /
protection products.
Clearly explain coverage, exclusions, and claims processes in simple language.
Support store sales staff in improving after-sales attachment at the point of sale.
Ensure ethical selling with zero mis-selling.

Customer Experience Ownership

Store & Partner Collaboration

Build strong working relationships with store managers and sales teams.
Support product demonstrations and readiness for new launches.
Represent Onsitego professionally and uphold brand and service standards at all times.

Process, Systems & Compliance

Accurately use Onsitego systems for registrations, tickets, and follow-ups.
Adhere to SOPs, SLAs, data privacy norms, and compliance requirements.
Report recurring issues, customer feedback, and competitive insights from the store.

Desired candidate profile:

Experience: 1 - 5 years

Qualification: HSC pass (Diploma / ITI / Graduate preferred but not mandatory)

Key Success Metrics (What This Role Is Measured On)

Benefits:

We believe in work-life balance and hence we offer flexible working hours. What matters is the output of work.
We have a well-defined leave policy for our people to take care of their personal commitments and exigencies.
We care for our people and take care of them and their family by offering them Mediclaim policy
Your professional growth and company growth go hand-in-hand
We provide you a platform to learn and polish your skills