Website:
makerspacemasters.com
Job details:
The Helpdesk Executive owns the complete customer service ticketing lifecycle — from ticket registration through engineer allocation, spare parts assignment, installation coordination, and reverse pickups — while ensuring customers receive timely communication and a smooth support experience from first contact to closure.
L1 Technical Support
●Provide first-level (L1) technical troubleshooting to customers over phone call, video call, or remote access tools (AnyDesk, TeamViewer, etc.)
●Diagnose common product/technical issues remotely before deciding on engineer visit or spare part requirement
●Guide customers step-by-step through basic fixes, settings, or configuration issues
●Escalate unresolved technical issues to L2 support, product/engineering team, or field engineer as needed
●Document troubleshooting steps and resolution details on the ticket for future reference
Ticket Registration & Helpdesk Management
●Register incoming customer complaints/requests as tickets in the helpdesk/CRM system
●Capture accurate customer, product, and issue details at the time of ticket creation
●Categorize and prioritize tickets based on issue type and urgency
●Monitor open tickets and ensure SLAs (response & resolution time) are met
●Follow up with customers and engineers for status updates until closure
Installation Coordination
●Schedule and coordinate new product installation requests with customers
●Confirm installation appointments and required documentation/details in advance
●Track installation tickets through to completion and customer sign-off
●Ensure unboxing and installation videos are captured for every new installation and uploaded/attached against the ticket
●Review videos for completeness and quality before marking the installation ticket closed
Vendor Identification & Allocation
●Identify and shortlist vendors/service partners for installation, repair, or logistics support based on location and requirement
●Allocate tickets to the appropriate vendor where in-house engineers are unavailable or the region is vendor-serviced
● Maintain an updated vendor database with coverage areas, capabilities, and performance history ●Coordinate commercials and service confirmations with vendors before allocation
Engineer Allocation & Planning
●Assign field/service engineers to tickets based on location, skill, and availability
●Plan engineer allocation in advance (daily/weekly) based on ticket load, geography, and priority to optimize turnaround time
●Coordinate engineer schedules to ensure timely site visits
●Re-allocate or escalate tickets when engineers are unavailable or delayed
Spare Parts Assignment
●Identify and assign the correct spare parts required against a service ticket
●Coordinate with the stores/inventory team for spare parts availability and dispatch
●Track spare part issuance and update ticket records accordingly
Reverse Pickup Coordination
●Arrange reverse pickup of defective/replaced parts or products from customer locations
●Coordinate with logistics/courier partners to schedule and track pickups
●Ensure pickup confirmations and receipt documentation are updated in the system
Customer Communication
●Send welcome emails to new customers with relevant onboarding/service information
●Send proactive updates to customers on ticket status, engineer visit schedules, and resolution timelines ●Handle customer queries and escalations related to open tickets professionally
End-to-End Ticket Ownership & Reporting
●Own the complete ticket lifecycle: registration → allocation → resolution → closure
●Maintain accurate, up-to-date records for reporting and audits
●Prepare and share daily reports on ticket completion status (installations, resolutions, pending items) ●Prepare and share daily/next-day engineer allocation plans based on pending and incoming tickets ●Generate periodic reports on ticket volumes, TAT, and pending cases for management review
Requirement & Skills
Graduate in any discipline; diploma/certification in relevant technical field is a plus
●1–3 years of experience in a helpdesk, technical support, or service coordination role (field service industry preferred)
●Working knowledge of ticketing/CRM/ERP systems
●Hands-on experience providing L1 technical support over call, video call, or remote access tools (AnyDesk/TeamViewer)
●Basic technical/product troubleshooting ability to resolve or diagnose issues remotely
●Strong coordination skills to manage engineers, logistics, and inventory teams simultaneously
●Good verbal and written communication skills for customer-facing calls, video calls, and emails ●Proficiency in MS Excel/Google Sheets for tracking and daily reporting
●Ability to multitask and stay organized under a high volume of tickets
●Problem-solving mindset with a customer-first attitude
●Basic vendor/partner management skills for identifying and coordinating third-party service support
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