Position: IoT Customer Support Specialist
Location: India (Permanent Remote) Job Type: Permanent Experience required: 3-5 years Previous experience in customer support or technical support roles, especially in a software or app environment. Personal experience as a user of IoT applications. Assessment Test: (based on role requirement) will be required to take a skill assessment test prior interview. Must have Broadband availability: Min 30 MBPS (national service provider JIO/TATA/Airtel Hathway etc) Important: Access to a quiet home office environment with above mentioned broadband availability and working space to accommodate two monitors +1 Laptop. (based on role requirement)
Job Summary:
The App Customer Support Specialist is responsible for providing exceptional customer service and technical support to users of our mobile and web applications. This role involves troubleshooting issues (both in real-time by phone and email support), answering user inquiries, and ensuring a seamless user experience. Technical abilities extend beyond mobile app (infrastructure, understanding of hardware solution, etc.) Interact with customer and engineering team.
Primary Responsibilities:
Customer Assistance: Respond to customer inquiries via email, phone, and live chat, providing timely and accurate information. Customer Service: The ability to use customer service best practices in communicating to users verbally by phone, written via email, and using our Virtual Remote Assistant technology to see the users screen in real-time. The ability to assist the other customer service teams in low IoT volume times. Technical Support: Diagnose and resolve technical issues related to the spa or sauna app, including login problems, bugs, and feature usage. User Education: Guide users on how to effectively use the apps features and functionalities. Product Understanding: Use and understand our solutions at a fundamental level, become SME on the IoT products and supporting infrastructure. Understand the fundamentals of how spas and saunas work in order to be able to explain how the app relates to the functions of the product. Issue Escalation: Escalate complex issues to higher-level support, 3rd party development teams, and internal engineers when necessary. Feedback Collection: Gather user feedback and report common issues to the product team for continuous improvement. Documentation: Maintain and update support documentation, FAQs, and troubleshooting guides. Performance Monitoring: Monitor app performance and user reports to identify and address potential issues proactively. The ability to implement improvements in Azure backend is a plus. Training: Training other customer service personnel to troubleshoot simple customer issues. Collaboration: Work with engineering on future app development based on the user experiences and VOC (voice of the customer). Regular weekly meetings with the service team and 1:1s with management and real-time interaction with the team on MS Teams. Must Have Skills:
Excellent English communication skills, both verbal and written. Strong problem-solving and troubleshooting abilities. Ability to work independently and as part of a team. Ability to read and understand data files, charts, procedure documents. Strong customer service skills and the ability to de-escalate situations with upset customers.
Technical Skills Proficiency
Must have previous experience in customer support or technical support roles, especially in a software or IoT app environment. Personal experience as a user of IoT applications. Knowledge and understanding of programming languages (e.g., Flutter, SQL, Java, etc.). *Flutter is particularly useful in the current environment. Experience supporting mobile and web applications.
Preferred Skills/ Attributes:
Empathy and patience when dealing with users. Urgency to respond and solve customer issues. Goal oriented to achieve customer service KPIs. Attention to detail and a proactive approach to problem-solving. Ability to handle multiple tasks and prioritize effectively.
Education:
Bachelors degree in Information Technology, Computer Science, or a related field preferred.
