BhaiFi - Reimagining Networks
Website:
bhaifi.com
Job details:
Location: Gurugram (On-site)Experience: 0–1 year (Freshers welcome)Employment Type: Full-time
About BhaiFi
BhaiFi Networks provides managed network security and WiFi solutions to businesses across India. Our customers rely on us for always-on connectivity and network security — which means our support team needs to be responsive, organized, and customer-first.
Role Overview
You will be the first point of contact for all inbound customer support calls. Your job is to ensure no customer call goes unanswered, every issue is properly logged, and the right engineer is looped in without delay. You sit between the customer and the technical team — keeping both sides informed.
Key Responsibilities
- Answer all inbound calls on the support toll-free number promptly and professionally
- Listen to the customer's issue, capture key details (company name, contact, site location, nature of problem), and log it in the helpdesk/ticketing system
- Triage and route the call or ticket to the appropriate support engineer or network team member
- Follow up with the customer if the engineer is occupied — set expectations on callback time rather than leaving the customer in silence
- Track open tickets and flag unresolved or aging issues to the support lead
- Maintain a daily call log and share a summary with the support team
- Coordinate with engineers to close the loop with customers post-resolution
QualificationsEducational Qualification
- Preferred: Graduate in any discipline
Technical Skills
- Basic proficiency in MS Office (Word, Excel) and/or Google Workspace (Docs, Sheets)
- Comfortable using email professionally
- Ability to learn and operate helpdesk/ticketing tools (Freshdesk, Zoho Desk, or similar — training will be provided)
- Typing speed of at least 25–30 WPM preferred
Language & Communication
- Working proficiency in English (spoken and written) — mandatory
- Knowledge of any additional regional language is a bonus
Soft Skills & Attributes
- Clear, calm, and empathetic communication — especially when customers are frustrated
- Strong listening skills — able to extract the key problem from an unstructured customer complaint
- Organized and detail-oriented — disciplined about logging every call without being reminded
- Reliable and punctual — support coverage depends on this role showing up on time
- Ability to multitask and stay composed during high call-volume periods
- Proactive follow-through — doesn't wait to be asked if a ticket is still open
Experience
- Freshers are welcome and encouraged to apply
- Any prior experience in customer support, front desk, telecalling, or client coordination — even as an intern or part-time — will be given preference
Click on Apply to know more.