Phone Support Specialist for IoT Product

To expand our nationwide activities we are looking for an experienced Phone Support Specialist.

HydroNeo is an international startup supporting the Thai aquaculture industry with a focus on shrimp farmers with modern technology. Our vision is to be the trusted partner of the aquaculture industry by providing tailormade technology to create value for customers and the environment. Over the years we have received tremendous support from government and private partners including the privilege of being BOI promoted. With rapid acceleration HydroNeo is a market leader with its IoTSmart Farm Management System that helps farmers decrease costs while increasing their productivity and profit and pushes sustainability.

Tasks

• Answering Calls: Be prepared to handle incoming calls from customers seeking assistance with their IoT systems. Maintain a professional and helpful demeanor throughout the conversation.
• Troubleshooting: Listen attentively to customers concerns and gather necessary information to diagnose the issue. Offer stepbystep guidance to resolve common problems encountered with IoT devices.
• Remote Access: Utilize remote access tools to connect to customers IoT systems if necessary. Assist customers in configuring settings updating firmware or troubleshooting complex issues remotely.
• Knowledge Base: Familiarize yourself with the companys knowledge base and documentation for IoT systems. Refer to relevant articles FAQs and troubleshooting guides to provide accurate and efficient support.
• Product Familiarity: Stay up to date with the features and functionalities of the IoT systems supported by your company. Understand how different components interact and troubleshoot issues that may arise.
• Customer Education: Educate customers about the basic functionalities of their IoT devices. Provide clear instructions on how to set up and operate the system as well as best practices for maintenance and troubleshooting.
• Ticket Management: Create and update support tickets in the companys system for each customer interaction. Document all relevant details including the customers issue steps taken for resolution and any additional followup required.
• Escalation and Collaboration: Collaborate with team members including senior support specialists or technical experts when faced with complex or unresolved issues. Escalate customer concerns as needed ensuring proper handover and communication.
• Communication Skills: Maintain excellent communication skills both verbal and written to effectively convey technical information to customers with varying levels of technical expertise. Adapt your communication style to suit the customers level of understanding.
• Continuous Learning: Stay updated on emerging trends and developments in the IoT industry. Engage in regular training sessions and workshops to enhance your technical knowledge and troubleshooting skills.

Requirements

• 2 years of working experience in the phone support field
• Excellent skill in comforting customers.
• Good understanding of technology in general.
• Able to work as a team and focus on high standards and quality objectives.
• English (able to communicate within an international team).
• Native Thai is a must.

Benefits

• Competitive salary with a variable bonus based on the performance of your achievements and other perks.
• Flexible work hours.
• Meaningful work in an awardwinning startup with the opportunity of creating real impact.
• Close collaboration with the leadership team in an international work.