Fantabee
Website:
fantabee.com
Job details:
Technical Support Engineer
About Fantabee
Fantabee is an Internet of Things (IoT) startup founded by industry veterans, comprising two Strategic
Business Units: Fantabuildings and Fantaserv. Our Solutions SBU, Fantabuildings, provides IoT solutions that make commercial buildings efficient, comfortable, and sustainable.
Our Services SBU, Fantaserv, offers a suite of IoT services ranging from strategy to managed services.
Along with our industry-leading partners, we ensure that embracing IoT can be hassle-free, flexible, and productive.
To know more about us, visit www.fantabee.com.
Job Code: KBTEC230622
Location: Chennai, India
Experience: 1–3 Years
Summary
The Technical Support Engineer will be part of the team that provides around-the-clock support for wireless products to customers in North America.
Roles & Responsibilities
- Basic Troubleshooting: L1 agents are responsible for handling initial customer inquiries and technical issues. They provide first-line support and aim to resolve common and straightforward problems.
- Ticket Triage: L1 agents assess incoming support tickets, prioritize them based on urgency or severity, and route them to the appropriate teams or individuals for further investigation when necessary. They are also responsible for following up on their own tickets and supporting technicians with live troubleshooting and installation assistance.
- Knowledge Base Management: L1 agents contribute to building and maintaining the organization's knowledge base by documenting known issues, solutions, and frequently asked questions (FAQs). They update the knowledge base with new information gathered from customer interactions.
- Customer Interaction: L1 agents interact directly with customers via phone, email, live chat, or support tickets. They gather relevant information, actively listen to customer concerns, and provide timely and professional responses.
- Escalation: If an issue cannot be resolved at the L1 level, agents escalate it to L2 or higher support levels. They provide comprehensive documentation of the issue, including the relevant troubleshooting steps taken, to facilitate a smooth transition to the next level of support.
- Reports: Provide periodic reports to the Manager.
- Multitasking: Capable of handling multiple tasks and working effectively under pressure during periods of high volume.
Candidate Profile
Education and Experience
- High school diploma or equivalent required; a degree or certification in a relevant field is a plus.
- Prior experience in customer service, help desk, or technical support roles is preferred but not mandatory.
Technical Knowledge
- Basic understanding of computer hardware, software, and networking concepts.
- Familiarity with common operating systems, including Windows, macOS, and Linux, as well as office productivity applications.
- Ability to troubleshoot common software and hardware issues, such as installation, configuration, and connectivity problems.
Communication Skills
- Excellent verbal and written communication skills to effectively interact with customers.
- Strong active listening skills to accurately understand customer concerns and inquiries.
- Ability to explain technical concepts clearly and understandably to non-technical individuals.
- US voice and accent proficiency is mandatory.
Problem-Solving and Multitasking
- Strong problem-solving skills to diagnose and resolve common technical issues.
- Ability to prioritize and manage multiple customer inquiries or tickets simultaneously.
- Quick learner with the ability to adapt to new technologies and processes.
What We Offer
- Remuneration on par with the best in the industry.
- Excellent and meaningful employee benefits and policies that keep employees healthy, safe, and happy.
- A holistic Employee Wellness Program, including health insurance, that supports overall physical and mental well-being.
- A comprehensive Employee Enrichment Program, including excellent training programs on relevant soft and hard skills, to ensure employee growth and development.
- A full-fledged Employee Recognition Program to recognize and reward employees who excel in their work and contribute to the corporate culture.
- Reimbursement of ₹2,000/month towards a gym subscription or any physical wellness activity.
- Reimbursement of ₹1,000/month towards broadband internet expenses.
- Meal Coupon (Pluxee) worth ₹2,000/month.
- Regular fun activities to enhance team building, employee morale, and engagement.
- A comfortable office in the heart of the city, with Metro, bus, and suburban train stations in the vicinity.
Please send your CV to hr@fantabee.com stating the job code in the subject line.
Click on Apply to know more.
