Customer Support- Mandarin Language

Aeris Communications

IOT Global Service Operations Center Engineer (Sr Engineer/Assistant Manager - Technical Support)

Noida - Full Time

Experience 10+ years

Overview

Aeris has the enviable position of leading the charge in what is arguably the hottest segment of the emerging economy the Internet of Things (IoT). Aeris delivers and manages mission-critical hosted services for Fortune 100 and Fortune 500 enterprise customers, helping these entities fulfill their IoT mission and fundamentally change their business.

Headquartered in Silicon Valley, Aeris also has offices in Chicago, London, Delhi, and Tokyo. As the IoT market continues to evolve and grow our company must also expand and acquire new talent to help attack our next set of opportunities.

As a Technical support engineer, you will provide technical support to customers world-wide. Will demonstrate excellent interpersonal skills while troubleshooting technical issues, provide timely customer feedback, and support roll-out of new applications, among other duties.

This role offers access to some of the most brilliant minds in the industry, and the opportunity to build and elevate a thriving company in an environment that values innovation, autonomy and integrity. A few things to know about us:

We do things differently. As a pioneer in an industry poised to reshape every sector of the global economy, we cant settle for another companys tried and tested template. Innovation is the key to our success and its reflected in everything we do: from product design to corporate wellness.

We are owners. Strong managers enable their teams to figure out how to solve problems. You will be no exception and will have the ownership and autonomy needed to be truly creative.

Values are essential. We believe in doing things well and doing them right. Integrity is a core value here: youll see it embodied in our staff, our management approach and growing social impact work (we have a VP devoted to it).

We walk the walk on diversity and inclusion. Were a brilliant and eclectic mix of ethnicities, religions, industry experiences, sexual orientations, generations and more and thats by design. We see diverse perspectives as a core competitive advantage.

Career elevation. Create platform for growth where employees can take ownership of their opportunity and make it their own. Grow with the company and elevate your career.

What Youll 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