IoT Technical Support Engineer

4 days ago

Andheri, Maharashtra, India Ubiqedge Technology Pvt Ltd Full time ₹ 2,40,000 - ₹ 3,60,000 per year

Job Description:

As an IoT Technical Support Engineer, your primary responsibility is to assist customers with their inquiries, concerns, and technical issues related to the company's products or services. You will serve as a liaison between the customers and the company, providing timely and effective solutions to ensure customer satisfaction.

Responsibilities:

  • Respond to customer inquiries via phone, email, or WhatsApp in a professional and courteous manner.
  • Diagnose and troubleshoot technical problems related to hardware, software, networking, and connectivity of IoT devices.
  • Provide technical support and troubleshooting assistance to customers experiencing issues with the company's products or services.
  • Guide customers through product features, functionality, and usage to maximize their experience.
  • Escalate complex issues to appropriate departments or higher-level support personnel for resolution.
  • Document customer interactions, including inquiries, complaints, and resolutions, accurately and thoroughly in the company's CRM system.
  • Follow up with customers to ensure that their issues have been resolved satisfactorily and provide any additional assistance if needed.
  • Collaborate with other team members to identify and implement improvements to the support process and knowledge base.
  • Stay up-to-date with product updates, new features, and industry trends to better assist customers.
  • Assist in the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides for customer self-service.
  • Identify recurring technical issues and provide feedback to the appropriate teams for product improvement.
  • Maintain a positive and professional attitude while dealing with challenging situations or difficult customers.
  • Participate in ongoing training and development to enhance your skills and knowledge in customer support and the company's products or services.

Requirements:

  • Bachelor's degree in Electronics, Electronics and Telecommunication, Computer Science, Information Technology, Electrical Engineering, or related field.
  • Proven experience in technical support or customer service, preferably in the IoT industry.
  • Strong understanding of IoT concepts, protocols, and technologies such as MQTT, HTTP, MODBUS RTU, LTE Modules, WiFi etc.
  • Proficiency in troubleshooting hardware and software issues related to IoT devices, sensors, gateways, and cloud platforms.
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving abilities and attention to detail.
  • Ability to empathize with customers and provide exceptional customer service. ● Technical aptitude and ability to quickly learn and understand complex products or services.
  • Patience and resilience when dealing with difficult situations or customers.
  • Ability to work independently as well as part of a team in a fast-paced environment.
  • Prior experience in customer support or a related field is preferred.
  • Proficiency in using CRM software and other support tools is a plus.

Job Type: Full-time

Pay: ₹20, ₹30,000.00 per month

Benefits:

  • Health insurance
  • Paid time off
  • Provident Fund

Work Location: In person

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