HW Support Coordinator

We are looking for Non-Technical Graduates with 0–2 years of experience for the role of HW Support Coordinator. POSITION OVERVIEW We are looking for a Hardware Support & RMA Operations professional responsible for managing and coordinating the end-to-end RMA process for hardware devices, from initial RMA ticket creation through replacement shipment, faulty-device return, factory/contract manufacturer repair, and final delivery of the repaired unit to the customer. The role requires extensive coordination with NOC, TAC, customers, global RMA partners, contract manufacturers, factories, logistics teams, and internal operations teams to ensure that all RMA activities are completed accurately and within the applicable Service Level Agreement (SLA). The position requires strong ownership, attention to detail, follow-up skills, and the ability to manage multiple RMA cases simultaneously across different countries and time zones. KEY SKILLS AND COMPETENCIES Strong coordination and communication skills. Excellent follow-up and ownership of tasks until closure. Ability to manage multiple RMA cases simultaneously. Strong understanding of RMA, hardware replacement, repair, and logistics processes. Strong SLA management and escalation skills. Excellent attention to detail and ability to maintain accurate case records. Ability to work effectively with teams across different countries, time zones, and cultures. Strong written and verbal communication skills. Ability to work independently and proactively identify potential delays. Good analytical and problem-solving skills. Good knowledge of MS Excel/Google Sheets and ability to maintain RMA trackers and status reports. WORK ENVIRONMENT AND AVAILABILITY This is a global operations role supporting customers across multiple countries and time zones. The candidate should be comfortable working with teams and customers across different time zones. The candidate may occasionally be required to work during night hours or outside normal business hours to support critical RMA cases and ensure SLA compliance. Willingness to provide support based on business requirements, including urgent/escalated RMA cases, is expected. I have also outlined the key responsibilities in detail below for reference, if required. Key Responsibilities 1. RMA Ticket Initiation & NOC Coordination Coordinate with the NOC team for initiation of RMA cases. Provide complete and accurate hardware, customer, device, failure, shipment, and support-contract details required by the NOC team to raise the RMA ticket. Ensure that all required information is available and correctly documented before the RMA process is initiated. Follow up with the NOC team to ensure the RMA ticket is created without unnecessary delays. 2. TAC Coordination Coordinate with the TAC (Technical Assistance Center) team whenever clarification or technical information is required in relation to an…