Senior Digital Repair Specialist

About the role

Customer Service team at Jio Platforms, responsible for partner and technician onboarding, training, and field support. The role manages partner certification, KPI tracking, audits, and hands‑on device repairs while ensuring customer satisfaction. Based in Solan, on-site, with travel to touchpoints as needed.

What you’ll do

• Shortlist, onboard and certify partners/technicians
• Ensure availability and manage upgrades or terminations
• Conduct initial training, reskilling, upskilling, and periodic refresher programs
• Deliver hands‑on field training through OJTs
• Track KPIs and performance metrics of partners and technicians
• Take corrective actions based on evaluation outcomes
• Guide and support issue resolution within TAT to ensure customer satisfaction
• Conduct audits, inventory reconciliation and FTTx device inspections
• Handle walk‑in customer interactions, device repairs/swaps, CRM entries, and software upgrades
• Train and support extended service points
• Travel to touchpoints as per requirement
• Handle complaint management, out‑calling, and coaching Jio Associates as needed

What you’ll bring

• 2-4 years experience in telecom or handset repair
• Diploma in ECE/Telecommunication/IT/CS

Nice to have

• Customer Focus
• Communication skills
• Problem Solving skills
• Handset repair skills
• Knowledge of spares operations
• Knowledge of CRM Systems
• Technical knowledge and field team management skills

Skills

Education

Diploma