Provides Level 2 technical support for IoT products and connectivity, managing tickets, client communications, escalations, root-cause investigations, and knowledge-base documentation. The role partners with customer support, account management, product, and development teams; leads resolution of complex technical issues and projects; analyzes trends and data; supports continuous improvement; and may deliver training. Rotational shifts, including nights supporting US and UK business hours, are required.
Role: System Support Engineer - L2
Location: Mumbai
Team: Central Operations: Tech Support
Years of experience: 7+ years
Reporting to: Service Desk Manager
Company Background:
Workplace Fabric (WF) is focused on using Technology to create the most efficient and effective working environments. Using patented sensor technology, data analytics and innovative displays, WF helps office users get the best out of their workspace while enabling a business to fully understand the utilization of an office building.
Most customers see how >20% savings can be achieved as well as creating a much-improved working environment for staff and reduced service cost. The business has installations in 50 cities around the world with major blue-chip companies as customers. The business has a cash generative business model and is set for accelerated growth; a very exciting time to join a rapidly growing company.
Brief about Role & Responsibilities:
· Become an established technical trouble shooting “expert” supporting & providing guidance to the Customer Support team to resolve issues with products/connectivity.
· Responsible for managing tickets & updating clients & account manager updated on progress.
· Provide technical expertise for all questions arising during the trouble shooting process. Respond to questions arising from different client stakeholders with corresponding technical responses.
· Ensure clients remain informed of the issue and articulate the problem in an appropriate manner from first identifying the issue through to resolution.
· Use your project and internal / client stakeholder management expertise to develop, agree and deliver technical projects for larger complex issues.
· Identify trends and potential problem sources escalating, where necessary. Gather data and share finding
· Investigate queries and liaise with product team, if necessary, to ensure problems are resolved. Determine the root cause issues and thoroughly document resolutions and workarounds as Knowledge Based articles.
· Lead and participate in continuous improvement reviews to evaluate the process and identify areas for development.
· Be competent with how internal & external third-party platforms operate. Establish key contacts & relationships with internal & external colleagues.
· Act as a primary interface with the Development Team on any escalations from client users and own the resolution path for detailed technical solutions to issues.
· Develop and regularly maintain a great general knowledge of all Freespace products to help define new ways of trouble shooting & investigation issues.
· Coordinate with Support team & Account Management in the organisation to provide updates on issues identified & working progress.
The Person:
· A genuine commitment to placing the customer first.
· A positive can-do attitude, able to work on own initiative.
· Ability to make decisions, compile reports based on data analytics.
· Able to work fast and solve problems under pressure at times of high workload and competing priorities.
· Remain focused, composed, optimistic and flexible in difficult situations, resilient and bounce back from failures or disappointments.
· Focuses on results and desired outcomes and how best to achieve them.
· Comfortable working with ambiguity & to question to gain full understanding.
· An ongoing commitment to learning and self-improvement.
· A willing and helpful person who thrives on providing support for the team to achieve their goals.
· Flexible; willing to shift work hours where needed to deliver client service.
Required skills & experience:
· Bachelor’s degree of Engineering in Computer Engineering, IT, Electronics, ENTC, etc.
· Willingness to provide Night support during US and UK business hours on a rotational shift.
· Minimum 5 years of experience in relevant field; IOT environment.
· Expert/Intermediate level proficiency in MySQL
· Intermediate level proficiency in JavaScript, React JS
· 5+ years customer service experience within a technical industry, ideally in a support or help desk role
· Previous experience providing 2nd or 3rd line software or SaaS deployment support with a strong ability to contribute at a technical level.
· Experience of writing and/or delivering training & presentations would be advantageous.
· Experience of working with and validating analytics data
· Proficient with visual design software such as Adobe Photoshop, etc. will be good to have.
· Strong cause-effect analytical abilities to solve problems.
· Strong problem-solving skills
· Excellent communication skills – presentation, written and verbal is essential. Able to communicate across a range of stakeholders.
· Excellent Inter-personal Skills
· Willingness to work in rotational shifts (night shift included)
Behaviors and Mindset:
· Should be able to exhibit Professionalism with good interpersonal skills and excellent communication.
· Unafraid to own mistakes.
· Take responsibility and ownership of the work assigned.
· Be passionate about understanding business problems and using data to tell the stories in delivering solutions that drive client decisions.
· A keen solution mindset that helps users achieve the best out of a product feature.
· Clarity of thinking and an ability to explain complex logic and reasoning in simple language.
· Convincing and confident with technical knowledge, yet humble and inclusive in getting buy-in from clients and partners.
· Highly organized, and able to manage multiple projects simultaneously.
· Extremely client focused as well as flexible and agile; able to adapt quickly and responsively to client needs.
· Ensure high standards by instilling data quality checks, code reviews, and documentation in work and team practices.
· Able to challenge solutions and processes in creating the best products and environment to work.
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