IoT Customer Support Specialist
IoT Customer Support Specialist
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Job Description
Job Description
About Us
Masco Home Products India (MHPI) is a fully owned subsidiary of Masco Corporation headquartered in Livonia MI. The vision of MHPI is to be recognized as a world-class Global Business Services organization driven by the desire for excellence in its people business solutions execution and partnerships with internal customers to develop Lean and Simple business solutions. Headquartered in Livonia Michigan Masco Corporation is a global leader in the design manufacture and distribution of branded home improvement and building products. Our portfolio of industry-leading brands includes Behr paint; Delta and hansgrohe faucets bath and shower fixtures; Liberty branded decorative and functional hardware; and HotSpring spas. We leverage our powerful brands across product categories sales channels and geographies to create value for our customers and shareholders. We have over 18000 employees across the globe with 28 manufacturing facilities in North America and 10 globally.
For more information about Masco Corporation visit
Masco Home Products India MHPI (Masco Home Products India) LinkedIn
Business Unit Supported: Watkins Wellness
Website: -
Position: IoT Customer Support Specialist
Location: India (Permanent Remote)
Job Type: Permanent
Experience required: 3-5 years Previous experience in customer support or technical support roles especially in a software or app environment. Personal experience as a user of IoT applications.
Assessment Test: (based on role requirement) will be required to take a skill assessment test prior interview.
Shift: 08:30 pm - 05:30 am IST (5 days working)
Work hours- total 9 hrs (8.5 hrs working Half an hour meal break)
CTC: As per market standards
Notice period: (Immediate joiner preferred) candidate serving notice period left with 30 working days preferred.
Must have Broadband availability: Min 30 MBPS (national service provider JIO/TATA/Airtel Hathway etc)
Important: Access to a quiet home office environment with above mentioned broadband availability and working space to accommodate two monitors 1 Laptop. (based on role requirement)
Job Summary:
The App Customer Support Specialist is responsible for providing exceptional customer service and technical support to users of our mobile and web applications. This role involves troubleshooting issues (both in real-time by phone and email support) answering user inquiries and ensuring a seamless user experience. Technical abilities extend beyond mobile app (infrastructure understanding of hardware solution etc.) Interact with customer and engineering team.
Primary Responsibilities:
Customer Assistance: Respond to customer inquiries via email phone and live chat providing timely and accurate information.
Customer Service: The ability to use customer service best practices in communicating to users verbally by phone written via email and using our Virtual Remote Assistant technology to see the users screen in real-time. The ability to assist the other customer service teams in low IoT volume times.
Technical Support: Diagnose and resolve technical issues related to the spa or sauna app including login problems bugs and feature usage.
User Education: Guide users on how to effectively use the apps features and functionalities.
Product Understanding: Use and understand our solutions at a fundamental level become SME on the IoT products and supporting infrastructure. Understand the fundamentals of how spas and saunas work in order to be able to explain how the app relates to the functions of the product.
Issue Escalation: Escalate complex issues to higher-level support 3rd party development teams and internal engineers when necessary.
Feedback Collection: Gather user feedback and report common issues to the product team for continuous improvement.
Documentation: Maintain and update support documentation FAQs and troubleshooting guides.
Performance Monitoring: Monitor app performance and user reports to identify and address potential issues proactively. The ability to implement improvements in Azure backend is a plus.
Training: Training other customer service personnel to troubleshoot simple customer issues.
Collaboration: Work with engineering on future app development based on the user experiences and VOC (voice of the customer).
Regular weekly meetings with the service team and 1:1s with management and real-time interaction with the team on MS Teams.
Must Have Skills:
Excellent English communication skills both verbal and written.
Strong problem-solving and troubleshooting abilities.
Ability to work independently and as part of a team.
Ability to read and understand data files charts procedure documents.
Strong customer service skills and the ability to de-escalate situations with upset customers.
Technical Skills Proficiency
Must have previous experience in customer support or technical support roles especially in a software or IoT app environment.
Personal experience as a user of IoT applications.
Knowledge and understanding of programming languages (e.g. Flutter SQL Java etc.). *Flutter is particularly useful in the current environment.
Experience supporting mobile and web applications.
Preferred Skills/ Attributes:
Empathy and patience when dealing with users.
Urgency to respond and solve customer issues.
Goal oriented to achieve customer service KPIs.
Attention to detail and a proactive approach to problem-solving.
Ability to handle multiple tasks and prioritize effectively.
Education:
Bachelors degree in Information Technology Computer Science or a related field preferred.
Disclaimer:
It has come to our attention that there have recently been some employment scams that have utilized reputable companies names including ours to solicit personal information as part of a fraudulent hiring scam. Please note that all of our open positions are posted at or and any role not posted there is not a role we have open. If you are seeking a position at Masco Home Products Private Limited (MHPI) we recommend that you write to us on if you have any questions about our hiring process need to verify a Masco Home Products Private Limited (MHPI) job posting or offer or need to speak with a MHPI representative directly.
Company
Masco Home Products IndiaFull timeMasco Home Products India (the Company) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Companys policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment employment promotion salary increases benefits termination and all other terms and conditions of employment) based on race color sex sexual orientation gender gender identity gender expression genetic information pregnancy religious creed national origin ancestry age physical/mental disability medical condition marital/domestic partner status military and veteran status height weight or any other such characteristic protected by federal state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.
Masco Corporation is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.
E-Verify Participation Poster:English & Spanish
E-verify Right to Work Poster:EnglishSpanish
Required Experience:
Unclear Seniority
Employment Type
Full-Time
