About this role
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
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)
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready?
If you are interested, you can access your instant interview here: https://alpharun.com/i/Nrm-1xEyZ4GFEN6Gk9r28
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