Technical Support Representative (IoT and SaaS)

Work Setup: Remote

Salary: RON 7,000 Gross

Contract type: Full time employment

Start Date: ASAP

Schedule: 9:00 AM - 5:00 PM GMT (11:00 AM - 7:00 PM ROM), M-F

Equipment Details: BYOD

Job Summary: The Technical Support Representative is responsible for diagnosing and resolving technical issues related to products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers.

What does a day in the life as a Technical Support Representative look like?

• Providing first-line technical support to our global customer base
• Monitoring and responding to support tickets through our ticketing system
• Performing initial troubleshooting and issue analysis
• Escalating complex issues to Tier 2 or Engineering when required
• Managing customer communication and ensuring timely updates in accordance with our SLA commitments
• Providing remote technical support to Field Service Engineers while they are working onsite at customer locations
• You will work directly with end users to address questions or technical issues. (IoT Hardware means “Internet of Things” describes physical objects with sensors, processing ability, software, and other technologies that connect and exchange data with other devices and systems over the Internet or other communications networks)
• Own end to end support process: investigate hardware issues to determine/record root cause, determine solution and apply hardware repair (replacement components and remote support)
• Work cross functionally to explain issues and escalate as needed
• Train customers on capabilities within the platform/product and best practices
• Help customers understand the platform and the tools that can help them propel their business forward
• Create the best customer experience in the industry
• *IoT Hardware – troubleshooting devices for routing, bridges, sensors, etc. for system activation, security, action specifications, communication, and detection of support-specific goals and actions
• *Support Process: Investigate Issues, Determine/Record root causes, Determine Solutions and Application of Hardware Repair
• Reports & Dashboard Development skills: The candidate needs experience turning raw data into visual charts, graphs, and performance trackers.
• ETL Processes: The candidate needs experience getting data out of different systems, cleaning it up, and loading it into a central place so those dashboards actually work.

What are the required qualifications of a Technical Support Representative?

• At least 1 year experience as Frontend Technical / Customer Service (Hardware (IoT) + Connectivity + SAAS Solution)
• Knowledgeable and experience in working with databases on a cloud environment
• Strong knowledge and understanding of customer service and technical support principles and practices
• Proficiency in using customer service software and tools such as CRM
• Proficient in using computers and various software applications
• Strong communication skills, both verbal and written - voice & email
• Must have a high school diploma or equivalent
• IOT device - understand how network works

Preferred Qualifications

• Preferably in a call center environment
• Previous client facing experience preferred
• Experience in Salesforce and/or any CRM system
• Certification

Benefits:

• 21 Days Annual Leave Credits
• Medical
• Remote Work Allowance (400 lei gross/month)
• Meal tickets (40 lei/working day)

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If you are interested, you can access your instant interview here: https://alpharun.com/i/Nrm-1xEyZ4GFEN6Gk9r28

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