Job description
Summary:
The Senior IoT Tech Support II provides a wide range of technical support services for customers of Inseego IoT & MiFi hardware. Using phones, email, & CRM systems, serves as an escalation point for complex support requests. May serve as the primary point of contact for key customers. Facilitates advanced troubleshooting on cellular modems, gateways, and routers. Ensures an excellent customer experience with professional communication and follow-up.
Typical customer use cases include mobile data services, network security, advanced wireless technologies, wireless video, specialized software applications, systems integration, and more.
Responsibilities:
- Respond quickly and professionally to customer support requests.
- Assist customers with advanced configuration and troubleshooting of Inseego cellular data devices.
- Capture logs and details of newly reported issues on Inseego products.
- Reproduce customer-reported issues on Inseego products, escalating support requests to the Inseego engineering group as needed.
- Interface with Inseego Engineering and other internal teams to escalate customer-reported issues.
- Capture details of customer requests and resolution steps in the CRM (Customer Relationship Manager) system.
- Contribute to knowledge base and create customer-facing self-help documentation.
- Generate and analyze reporting on support requests to identify and respond to emerging trends.
- All other duties as assigned.
Experience/Requirements:
- Advanced knowledge of various networking technologies including TCP/IP, WLAN, and WWAN.
- Applied knowledge of IP addressing, DHCP, port forwarding, VPNs, and routing.
- Ability to facilitate discussing and conveying complex technical information effectively and professionally over the phone and through email correspondence.
- Proven ability to quickly understand complex systems and clearly communicate technical topics.
- Excellent analytical and critical thinking skills.
- Demonstrated ability to assist customers with technical requests related to hardware, software, cloud-based services, IT, networking, cellular connectivity, or ISP products & services.
Education:
- 4-6 years minimum related experience and/or training.
- Prior experience in customer service or customer relations.
- Technical background in a related industry is preferred.
Job Type: Full-time
Pay: $21.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Bonus pay
Experience:
- Customer Service: 3 years (Required)
- IP networking: 4 years (Preferred)
Work Location: Remote
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