Customer Support / Operations Specialist - IoT

As a Customer Support and Operations Specialist, you will be the linchpin between our innovative ADAS products and our customers, ensuring a seamless, supportive, and engaging user experience. You will handle technical inquiries, troubleshoot issues related to our IoT telematics devices, and provide operational support to ensure the smooth functioning of our services.

Responsibilities
 Provide first-level contact and convey resolutions to customer issues related to the installation, operation, configuration, customization, and usage of ADAS products and services.
 Troubleshoot and resolve technical issues related to IoT telematics devices and software, including diagnostics and firmware updates.
 Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
 Monitor device performance and system functionalities to proactively address potential issues.
 Liaise with the engineering and. product development teams to communicate customer feedback and contribute to the improvement of products and services.
 Develop and maintain a knowledge base of known issues, solutions, and support documentation.
 Assist in the development and implementation of customer service policies and procedures.
 Ensure customer satisfaction and provide professional customer support, adhering to SLAs (Service Level Agreements).
 Train users on how to install and use our products effectively.
 Coordinate with the sales team to understand customer requirements and provide support during the pre-sales and post-sales processes.

Requirements
 Proven relevant industry experience in customer support, technical support, or a similar role, preferably in the IoT, telematics, or ADAS industry.
 Strong understanding of IoT technologies, wireless communication, and networking fundamentals.
 Excellent problem-solving skills and the ability to diagnose and resolve technical issues.
 Exceptional communication and interpersonal skills, with a flair for building relationships with customers.
 Ability to work in a fast-paced environment and manage multiple priorities.
 Familiarity with CRM systems and practices.
 Willingness to learn new technologies and stay updated with the latest trends in the ADAS and telematics industry.

This job was posted by Arpita Rai from Roadzen,