I am surprised to think how this call center manages to recruit IITians for a call center role for years and so far get away with it. They are indeed doing a great job by converting brilliant IITians to a call center executives. They probably have given you lot of false hope during campus placement, but let me give you what would you do exactly here.
1. You will search internet for random things you have never heard of(and don't want to hear it again), send document links, some suggestions like update the graphics driver or set some settings in matlab menu to customers. Some time you'd report customers about some bug. Mind it it's outside company policy to help customer technologically (ie. you cannot write code for customer or design their system). This is the role they call "challenging".
2. In campus recruitment they say support:project=1:1. In reality it's 7:3. Most of your time in project week would go to handle customers/calls from the last week.
3. No transparency in transfer. Not much significant positions in Bangalore. After 1.5-2 years, if you are lucky you get transfer in a QE(testing) role or some maintenance project which are very mediocre project.
4. People stuck here for years because they don't get opportunity in outside company. Most of the stuff you do here has no relevance in outside world. After couple of years even a service based company would not consider your resume, unless you want to join another customer care.
