IQnext - Executive - Product Support (2-4 yrs)
About IQnext :
- We are revolutionising how buildings are managed, shifting them away from traditional facilities management to a smarter, data-driven approach. IQnext is an integrated, centralised platform that is disrupting buildings and real estate infrastructure with its new-age cloud-based solution, delivering long-term sustainability and operational efficiency that is scalable across portfolios.
Job Summary :
- We seek a Product Support Executive to assist our customers with IoT devices and cloud-based solutions. You will troubleshoot, diagnose, and resolve hardware problems.
Responsibilities :
- Communicating with partners, clients, engineers, and other technicians to ensure that services are delivered effectively, which include: Deployment, Client commissioning
- Troubleshooting Customer-reported problems - remote support and on-site support.
- Identifying root causes for the problems taking corrective/preventive steps and working closely with the engineering team for timely resolution.
- Generating problem reports, logging issues, and escalation of critical issues.
- Advocate customer needs/issues cross-departmentally.
- Providing support to develop training videos, instruction guides etc, and other tools of customer onboarding and training.
- Product demo to customers and support the sales team at critical junctures of the sales cycle.
We're looking for someone who ?
- Graduation/Post Graduation degree in EEE/ECE
- Proven work experience as a Technical Support Engineer, Customer support executive, System - Administrator or similar role for a minimum of 2 years.
- Curious with excellent communications(written and verbal)
- Excellent troubleshooting skills - Product specific, Linux, networking, and database.
- Working experience in database systems (SQL) and web container servers (Tomcat etc).
- Hands-on experience in tools Wireshark, Team Viewer etc.
- Should be willing to travel (Local/outstation)
Good to have :
- Some degree of understanding of SaaS products.
- Domain knowledge in Lighting, Building Automation, BMS, HVAC, and Control systems
- Control system protocols such as BACnet, Modbus
- Knowledge of short-range wireless protocols
- Hands-on experience in Linux system installation, administration and maintenance
Benefits :
- Medical Insurance
- Travel allowance
- Com-off when worked on Saturday/Sunday
- Access to the e-learning platform