Customer Support- Mandarin speaking

2 weeks ago

Noida, Uttar Pradesh, India Aeris Communications Full time ₹ 12,00,000 - ₹ 24,00,000 per year
About Aeris:For more than three decades, Aeris has been a trusted cellular IoT leader enabling the biggest IoT programs and opportunities across Automotive, Utilities and Energy, Fleet Management and Logistics, Medical Devices, and Manufacturing. Our IoT technology expertise serves a global ecosystem of 7,000 enterprise customers and 30 mobile network operator partners, and 80 million IoT devices across the world. Aeris powers today's connected smart world with innovative technologies and borderless connectivity that simplify management, enhance security, optimize performance, and drive growth.

Built from the ground up for IoT and road-tested at scale, Aeris IoT Services are based on the broadest technology stack in the industry, spanning connectivity up to vertical solutions. As veterans of the industry, we know that implementing an IoT solution can be complex, and we pride ourselves on making it simpler. Our company is in an enviable spot. We're profitable, and both our bottom line and our global reach are growing rapidly. We're playing in an exploding market where technology evolves daily and new IoT solutions and platforms are being created at a fast pace.

A few things to know about us:
  • We put our customers first. When making decisions, we always seek to do what is right for our customer first, our company second, our teams third, and individual selves last.
  • We do things differently. As a pioneer in a highly competitive industry that is poised to reshape every sector of the global economy, we cannot fall back on old models. Rather, we must chart our own path and strive to out-innovate, out-learn, out-maneuver and out-pace the competition on the way.
  • We walk the walk on diversity. We're a brilliant and eclectic mix of ethnicities, religions, industry experiences, sexual orientations, generations and more – and that's by design. We see diverse perspectives as a core competitive advantage.
  • Integrity is essential. We believe in doing things well – and doing them right. Integrity is a core value here: you'll see it embodied in our staff, our management approach and growing social impact work (we have a VP devoted to it). You'll also see it embodied in the way we manage people and our HR issues: we expect employees and managers to deal with issues directly, immediately and with the utmost respect for each other and for the Company.
  • We are owners. Strong managers enable and empower their teams to figure out how to solve problems. You will be no exception, and will have the ownership, accountability and autonomy needed to be truly creative.
Title: IOT (Sr Engineer/Assistant Manager - Technical Support)
Noida - Full Time
Experience – 10+ years

Job Description
What You'll Be Responsible For:
  • Troubleshooting technical issues directly with customers with various technical skill levels
  • Diagnosing and repairing faults
  • Engaging with customers directly to quickly get to the root of their problem
  • Taking a customer through a series of actions to resolve a problem
  • Provide support in the form of procedural documentation
  • Managing multiple cases at one time
  • Showing a passion for continued learning, staying abreast of new technology and techniques
  • Manage your own workload by accurately gauging timelines and meeting deadlines
  • Work across teams and communicate with leadership, product owners, and other technologists
What You Bring:
  • Degree in Computer Science or Information Technology or Telecommunications and 10+ years of IT helpdesk, technical engineering support and customer service experience within a high traffic environment
  • Experience in Core network/Paco operation will be preferred.
  • Certification in Microsoft, Linux, Network Plus or Cisco is advantageous
  • Experience with network monitoring software, IP network and applications to read logs (Wireshark)
  • Experience with running trace logs for telecom troubleshooting
  • Experience with Salesforce, Zendesk or ticket tracking best practice
  • Knowledge of GSM Network / WCDMA network / 3G/LTE network/ service applications characteristics and capabilities is preferable but not mandatory.
  • Good written and verbal communication in English
  • Good verbal communication and average written communication skills in Mandarin language is must.
  • Consistent attention to detail
  • High level of commitment
  • Team Player
  • Customer focus approach and sense of urgency
Aeris may conduct background checks to verify the information provided in your application and assess your suitability for the role. The scope and type of checks will comply with the applicable laws and regulations of the country where the position is based. Additional detail will be provided via the formal application process.

Aeris walks the walk on diversity. We're a brilliant mix of varying ethnicities, religions, cultures,
sexual orientations, gender identities, ages and professional/personal/military experiences – and that's by design. Diverse perspectives are essential to our culture, innovative process and competitive edge. Aeris is proud to be an equal opportunity employer.

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