Duties & Responsibilities: Technical Support & Troubleshooting Respond to support tickets, emails, or calls regarding product performance or technical faults. Diagnose hardware/Software issues on products such as routers, smart devices, appliances, and related electronics. Guide customers or resellers through troubleshooting steps, installations, and setup processes. Warranty & Repair Coordination Validate and process warranty claims in accordance with the company policies. Log RMAs (Return Merchandise Authorizations) and coordinate logistics for repairs and replacements. Liaise with service centres and vendors to track and manage repair outcomes. Product Feedback & Quality Insights. Relay customer feedback and technical insights to QA and product development teams. Ensure timely follow-ups and customer satisfaction after issue resolution.