Role & responsibilities Provides a full range of customer service for products in a prompt, efficient and professional manner. Installs software programs and troubleshoots operating systems, software, and hardware. Understands customer needs and recommends appropriate solutions. Prepares work orders for maintenance requests after determining if field visits are required and ensures appropriate follow-up procedures are met. Troubleshoots PC/email/modem/home networking problems and escalates advanced troubleshooting. Problems to technical support groups when appropriate. Maintains accurate problem call tracking in the helpdesk ticketing system. Possesses an excellent knowledge of windows and Macintosh operating systems, internet/IP, web. Browsers, e-mail, and other PC operating and connectivity technologies. Diagnoses PC hardware, software, operating system and cable modem and cabling issues. Remains abreast of new products and technology. Consistently demonstrates ability to meet higher performance expectations (increased KPI/MPS). Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable. Schedule(s) and overtime as necessary. Other duties and responsibilities as assigned. Preferred candidate profile Tertiary qualification in Electrical/Electronic Engineering is preferred. Training in handling telephone calls is an advantage. Call center experience is desirable. Product design/development/management experience is desirable. Preferred Skills: Provide best-in-class customer technical support with a focus on consumer trends, continuous improvement, and the use of technology. Responding to technical queries from customers and consumers on products; identifying causes and taking corrective action. Process, warranty, and spare parts orders in a timely and proficient manner. Sourcing and maintaining relationships with service agents, including authorizing service agent invoices, and reviewing customer and service agent disputes. Manage warranty service jobs including scheduling of labour and dispatch of materials. Liaise with relevant departments on technical policies and product training. Review reasons for customer returns/complaints and implement corrective action. Assist in organizing the technical training requirements of customer service staff. Ensure all incoming customer technical calls and emails are answered promptly and quality service is provided in dealing with such queries and issues. Assist in the provision of technical literature/information to customers. Previous experience in consumer electrical products such as lighting, ceiling fans, security camera, wiring accessories and SMART products is highly desirable. Personal Attributes and Skills: Able to work both in an autonomous and team-oriented environment. Ability to handle difficult customer queries or complaints. High level communication skills, both written and verbal, and rapport-building ability over the telephone Self-motivated with a high focus on end delivery and results Organisation, time, and priority management skills Attention to detail. Focus on how our actions impact the customer”. Excellent phone manners and “patience with customers” are essential.

Role & responsibilities: This is a full-time on-site role for a Product Engineer at Seydeltech India Private Limited in Pune. The Product Engineer will be responsible for tasks such as product engineering, research and development (R&D), product design, and utilizing analytical skills to enhance products and processes. Preferred candidate profile Primary Responsibilities: Ensure products conform to statutory and regulatory requirements, meeting performance and safety requirements. Assist with the recruitment in Australia and training of a team of Electrical/Electronics Engineers for Our Chinas office: Understand and be familiar with AS/NZS, IEC standards. Conduct product testing. Checking product inspection report and approve shipment Liaise closely with Chinese suppliers regarding product quality & manufacturing processes; visit manufacturers facilities in China as required. Product evaluation, specifications, and setup of specialized test jigs. Provide engineering and technical assistance as required to the Product Management department & Customer Support. Product research and development, incorporating product design & liaison with Product Management. Quality action and evaluation on product problems. Participate in providing solutions for product problems. Sourced product evaluation & specification. Housekeeping of laboratory areas. Assist in general Engineering duties. Secondary Responsibilities: Liaise with staff/customers on product design & quality. Evaluate and report product quality problems. Assess sample products to establish measures required to eliminate future quality issues. Prepare specialized test jigs and product demonstration displays. Implement quality improvements. Write product specifications and supporting information. Liaise with statutory bodies and test houses on product approvals. Maintain records of approvals and ensure mandatory requirements are met by product. Provide technical support to other departments. Ensure users of product documentation are provided with accurate and correct information. Review reasons for customer return/complaint and implement corrective action. Maintain awareness of QMS and company procedures and adhere to procedures and maximize quality of work. Review product designs, documents, artworks, and instructions. Take action to prevent occurrence of products not meeting requirements. Take action to identify, record and correct quality problems.