Senior Digital Repair Specialist

About the role

Customer Service department at Jio Platforms focuses on delivering reliable digital repair services and partner management. The Senior Digital Repair Specialist oversees partner onboarding, certification, field training, KPI tracking, and issue resolution while handling device repairs, CRM updates, and inventory audits. Based in Sira, on-site work model, with travel to touchpoints as required.

What you’ll do

• Shortlist, onboard and certify partners/technicians
• Manage upgrades, terminations and availability
• Conduct initial, reskilling, upskilling and refresher training
• Deliver hands‑on field training through OJTs
• Track KPIs and performance metrics of partners and technicians
• Take corrective actions based on evaluations
• Guide 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 required
• Manage complaint handling, out‑calling and coaching of Jio Associates

Nice to have

• 2 to 4 years experience
• Diploma in ECE/Telecommunication/IT/CS
• Handset repair skills
• CRM systems knowledge
• Spare operations knowledge
• Field team management

Skills

Education

Diploma