Wireless Customer Support Engineer

3 weeks ago

Pune, India GAIUS HYPERLOCAL PRIVATE LIMITED Full time

Job Summary :

We are looking for a high-energy, self-starter to join our Customer Engineering Support Team. The ideal candidate has solid knowledge of wireless communications and solid experience in troubleshooting and cloud platforms. Join us in making our recently launched G1 platform a success across the globe

A Wireless Customer Support Engineer provides enterprise-level support to our customers and partners with the installation, integration, and support of the Tarana wireless suite of wireless mobile solutions. This is a dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around support tools and knowledge management.

Customer Support Team :

- You will be part of a strong team of knowledgeable and committed wireless technical engineers

- You will be working closely with our engineering team in on-the-job training and on-going learning and development

- We highly value the customer support function not only for the benefit it brings our customers but also for the critical feedback and inputs to product development and improvements it drives following customer interactions

Our Ideal Candidate :

  • A high degree of analytical and problem-solving abilities
  • Strives for excellence and is known for resourceful and savvy technical ability
  • You possess excellent customer-relationship skills, responsiveness, sensitivity and diplomacy
  • Comfortable working both independently and collaboratively
  • Advanced problem-solving skills and technical aptitudes allow you to adapt to new circumstances and learn quickly when facing new problems and challenges
Job Responsibilities :
  • Manage customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue
  • Assist customers with troubleshooting Tarana Wireless product and service performance and identify effective solutions to resolve issues
  • Approach complex technical issues with varying perceptions and make use of opportunities to create and implement productivity tools
  • Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion.
  • Manage communications to customers at all levels to maintain positive relationships
  • Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting, and resolving product defects
  • Develop service dashboards (Kibana and Grafana) proactively bring issues and problems to the attention of the team; generating, proposing, and implementing innovative solutions to solve issues
  • Take accountability for all the escalated issues, interact with the stakeholders, and provide timely responses via phone, email or chat
  • Lead problem resolution for escalated issues requiring extensive analysis, troubleshooting, and escalation to product development
  • Subject Matter Expert responsible for training other team members with ownership of internal and external knowledge base for assigned areas of product expertise
Required Skills & Experience :
  • B.E./B.Tech. in Computer Science or equivalent experience
  • Wireless Technology (WIFI, cellular, and broadband) is required
  • Solid understanding and experience of Telecom, web services, databases, and related infrastructure and architectures
  • Excellent communication, problem-solving skills and multitasking abilities.
  • Solid understanding of networking protocols, linux and exposure to Cloud software deployment and troubleshooting (e.g. AWS, Microservices architecture, Rest API )
  • This is a shift-based job (rotational shift) and candidates having prior experience with customer/technical support for ISP or large enterprise is a plus or value-added.
  • 5+ years of relevant experience in customer-facing technical roles

(ref:hirist.tech)

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