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Customer Experience Engineer
3 months ago
Roles and Responsibility
Help users get the most out of their Karoo units. Intimately understand the full functionality of ourexisting and future products, and the ways in which cyclists will utilize them. Interact with users over email, live chat, video,community forums, Phone calls (in future), and other communication platforms. Assist users to resolve Karoo software & hardware issues. International order Logistical issues General Karoo issues Gather and process Produce insights. Assist our product teams in gathering user insights and prioritizingfuture product decisions. Utilize available tools to understand and troubleshootcustomers' queries. Work closely with our Software and QA teams to documentand address any unknown software bugs. Build user loyalty. Foster relationships with users through a shared passionfor technology and sport. Ensure Karoo users' interactions with our team arepolite, informative, empathetic, and fun. Prepare Knowledge Base articles to be shared withexisting and prospective users. Help to convert potential customers into Karoo users. Clearly understand the value props of the Karoo 2 as wellas the head unit competitive landscape. Answer questions, discuss tech, and explain value propsto prospective customers.Core competencies:
B.E./B.Tech - CSE/IT (Any Engineering background) Experience in Customer Service (Preferably product-basedcompany) Experience with Android debugging and ADB Experience in Software product troubleshooting/Androidtroubleshooting /MAC/ Windows. Effective team player Firm command of written and verbal English. (OtherEuropean languages a bonus) Demonstrates empathy and finds satisfaction in customer interactions. Demonstrates great attention to detail. Is excited to become an expert in Karoo Software Is excited to become an expert in Karoo Hardware Is flexible and able to adjust in an ever-changing,fast-paced environment. Is flexible to work odd times when required includingevenings and weekends. Is able to master email and chat communication tools.