About Onsitego
Onsitego is India's leading device care and after-sales service company, trusted by millions of customers to protect and repair their electronics and home appliances. With a nationwide network of 3,000+ service centers, partnerships with 10,000+ retail partners, and 500+ corporate clients, we operate at massive scale across the country.
We offer Extended Warranty, Damage Protection, AMC Plans, and On-Demand Repair Services, delivering seamless, technology-enabled customer experiences through a team of 2,500+ employees. Our strong customer-first culture has earned us one of the highest NPS scores in the after-sales industry.
Driven by our mission to deliver consistent WOW experiences, we are building India's service backbone. If you want to solve real problems and create impact at scale, Onsitego is the place to be.
Website: www.onsitego.com
Job Title: In-store Technical Support Expert
Department: Tech Support
Location
Delhi ( Rohini, Gurgaon, Jankapuri, Indirapuram)
(Store-based role; travel within city may be required)
Job Purpose: -
The In-Store Technical Support & Customer Experience Executive is the on-ground face of Onsitego inside partner retail stores. This role is responsible for enabling customers on newly purchased devices, resolving first-level technical issues, driving after-sales attachment (warranties and care plans), and ensuring a frictionless post-purchase experience that builds customer trust and repeat business. This is a customer-facing, light-technical, revenue-adjacent role critical customer satisfaction and partner success.
Responsibilities
Customer Enablement & Technical Support
- Perform first-time setup of smartphones, tablets, laptops, and printers (OS setup, apps, data transfer, basic configuration).
- Diagnose and resolve first-level hardware and software issues at the store. ducat customers on correct usage, care, and common failure prevention.
- Register devices for warranty, protection plans, and service support.
After-Sales Revenue & Conversion
- Understand customer needs and recommend appropriate Onsitego warranty / protection products.
- Clearly explain coverage, exclusions, and claims processes in simple language.
- Support store sales staff in improving after-sales attachment at the point of sale.
- Ensure ethical selling with zero mis-selling.
Customer Experience Ownership
- Act as the single point of contact for post-purchase support at the store.
- Proactively follow up with customers to confirm issue resolution.
- Escalate unresolved cases to central service teams with complete and accurate documentation.
Store & Partner Collaboration
- Build strong working relationships with store managers and sales teams.
- Support product demonstrations and readiness for new launches.
- Represent Onsitego professionally and uphold brand and service standards at all times.
Process, Systems & Compliance
- Accurately use Onsitego systems for registrations, tickets, and follow-ups.
- Adhere to SOPs, SLAs, data privacy norms, and compliance requirements.
- Report recurring issues, customer feedback, and competitive insights from the store.
Desired Candidate Profile
- 1–5 years of experience in retail, customer support, or technical service roles
- Comfortable handling face-to-face customer interactions
- Working knowledge of smartphones, laptops, operating systems, and basic troubleshooting
- Strong communication skills in English and the local language
- Willingness to learn consultative selling and after-sales product pitching
- Disciplined, process-oriented, and reliable with follow-ups
Experience: 1 - 5 years
Qualification: HSC pass (Diploma / ITI / Graduate preferred but not mandatory)
Key Success Metrics (What This Role Is Measured On)
- First-contact resolution rate
- Customer satisfaction / NPS at store level
- Warranty / care plan attachment rate on assisted customers
- Accuracy of registrations and ticket logging
- Store partner feedback and collaboration score
Benefits
- We believe in work-life balance and hence we offer flexible working hours. What matters is the output of work.
- We have a well-defined leave policy for our people to take care of their personal commitments and exigencies.
- We care for our people and take care of them and their family by offering them Mediclaim policy
- Your professional growth and company growth go hand-in-hand
- We provide you a platform to learn and polish your skills
