To expand our nationwide activities, we are looking for an experienced Technical Support Specialist (Thai).
HydroNeo is an international start-up 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 tailor-made 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 IoT-Smart Farm Management System that helps farmers decrease costs while increasing their productivity and profit and pushes sustainability.
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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 step-by-step 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 company's 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 company's system for each customer interaction. Document all relevant details, including the customer's issue, steps taken for resolution, and any additional follow-up 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 customer's 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.
- 2+ years of working experience in software development.
- 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.
- Competitive salary with a variable bonus based on the performance of your achievements and other perks.
- Flexible work hours and the option to work remotely.
- Meaningful work in an award-winning startup with the opportunity of creating real impact.
- Close collaboration with the leadership team in an international work.
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