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.
- Years Of Experienced required - 2+ Years
- 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.
Pay: ₹15,000.00 - ₹35,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Ability to commute/relocate:
- Powai, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- Do you have knowledge of protocols like MQTT, HTTP, MODBUS RTU, etc?
Education:
Experience:
- IoT/Support: 1 year (Preferred)
Language:
- Hindi (Preferred)
- English (Preferred)
Work Location: In person
