IoT Technical Support Engineer

About Ubiqedge Technology Pvt Ltd:

At Ubiqedge, we specialize in innovative telemetry and remote monitoring solutions for process instruments, including flow, level, and pressure. With over 15,000 deployments across India, we serve industries such as water management, infrastructure, and manufacturing, enabling smart automation and data-driven decision-making.

Role Overview:

IoT Technical Support Engineer

Key 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.

What We Offer:

• A collaborative and innovative work environment.
• Mentorship from industry experts.
• Performance-based career growth opportunities