IoT Technical Support Engineer

Job Title: IoT Technical Support Engineer

Company: Ubiqedge Technology Pvt Ltd

Location: Powai, Mumbai

Position Type: Full-time, In-office

Experience: 6 months to 1 year

Salary Offered: 1.5 lakhs to 2.8 lakhs per annum

About Ubiqedge Technology Pvt Ltd:

Ubiqedge Technology Pvt Ltd is a pioneering IoT company dedicated to transforming industries through innovative solutions. We are committed to pushing the boundaries of technology and driving digital transformation for businesses worldwide.

Job Description:

As a 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 Types: Full-time, Permanent, Fresher

Pay: ₹20,000.00 - ₹30,000.00 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?

Work Location: In person