Technical Advisor
About The Position
The Technical Advisor plays a crucial role in enhancing the customer experience by providing in-depth technical assistance and fostering strong relationships with our customers. Your expertise will enable you to address complex technical issues, ensuring our customers feel supported and valued. This role is perfect for individuals who are passionate about technology and dedicated to creating meaningful customer interactions. The Technical Advisor plays a critical role as the secondary escalation point of contact in resolving technical customer issues, providing product training and troubleshooting software and hardware issues while delivering superior customer experience.
Requirements
- Bachelor’s degree in IT, Communication Services, or similar field of study preferred.
- Minimum of 5 years of hands-on technical experience in M2M, IoT, cellular telecommunications, geolocation services or data networking.
- Proven experience working directly with customers to resolve complex issues.
- Experience with networking, wireless technologies, and support services required.
Responsibilities
- Support customer retention by resolving complex issues swiftly, minimizing the risk of churn and maintaining customer loyalty.
- Identify potential upsell or cross-sell opportunities during technical support interactions and collaborate with sales teams to follow up on leads.
- Manage maintenance and outage notifications (24x7) including receiving and acknowledging alerts, determining relevance and urgency, developing and executing crisis communication plans (both internal and external).
- Provide in-depth troubleshooting and resolution for escalated customer issues, ensuring a high level of customer satisfaction.
- Build and maintain strong relationships with customers, understanding their needs and tailoring solutions to enhance their overall experience by addressing the existing issue, and also identifying system/ process and product improvements.
- Regularly follow up with customers post-resolution to ensure satisfaction and gather feedback for continuous improvement.
- Identify repetitive and related incidents that may be affecting multiple customers and services.
- Maintain accurate records of technical issues, resolutions, and customer interactions in the support ticketing system, contributing to the knowledge base for future reference.
- Work effectively with Customer advocates, Supervisors, and other departments to escalate issues when necessary, ensuring a seamless support experience for customers.
- Identify and suggest enhancements to existing support processes to improve efficiency and effectiveness.
- Coordinate with internal teams and external technology partners, including global mobile network operators (MNOs), mobile device manufacturers and any additional partners.
- Provide remote troubleshooting of hardware and software.
- Document new or updating existing processes and procedures.
- Train internal and external customers (either in-person or remotely) on processes, products and best practices.
- Monitor and recommend improvements to the quality-of-service support, incident management and organizational processes and procedures.
- Participate in training sessions to stay current on product updates, industry trends, and best practices in technical support and customer service.
- Mentor and support Customer Advocates by sharing knowledge and best practices, fostering a culture of continuous learning within the team.
- Pursue opportunities for professional growth and development within the organization, including advanced technical training and certifications.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
