Technical Support Executive

Responsibilities :

• Provide top-notch technical support to customers through various channels, including email, chat, and phone
• Troubleshoot and resolve technical issues related to our IoT devices, ensuring prompt and accurate solutions
• Collaborate with cross-functional teams to escalate and resolve complex technical problems
• Document customer interactions and resolutions in our support system
• Proactively identify and communicate recurring issues to the product and engineering teams for resolution
• Stay up-to-date with product knowledge and updates to provide accurate and effective support
• Assist in creating and updating support documentation and resources for customers
• Demonstrate a strong customer-centric attitude and a commitment to resolving issues promptly

Requirements:

• A bachelors degree in a relevant field or equivalent work experience
• 4-5 years of experience in technical support, preferably with IoT devices
• Strong technical background with the ability to quickly grasp complex technical concepts
• Excellent communication skills, both written and verbal
• Proficiency in using support ticketing systems, with knowledge of Zendesk preferred
• Ability to work effectively in a fast-paced startup environment
• Ability to work remotely with limited supervision
• Comfortable working night shifts as part of a rotational schedule
• A proactive and problem-solving mindset with a dedication to customer satisfaction
• Exceptional attention to detail and organizational skills