The Airedale Group IoT Customer Support Engineer role.
Overview
Job Title: IoT Customer Support Engineer
Company: The Airedale Group
Location: Weymouth, Brackley or Halesowen
Job Overview: We are seeking an experienced customer service professional to join our team. The ideal candidate will have strong attention to detail, excellent communication skills, and a deep understanding of customer service principles. This role provides frontline customer support for IoT services, assisting customers with queries and troubleshooting commercial kitchen appliances, IoT devices and networks, and ensuring a high level of customer satisfaction. Familiarity with the catering industry sector and commercial kitchen appliances is preferred/ideal.
Responsibilities
* Handle customer queries related to IoT devices, connectivity, and software via Zendesk.
* Troubleshoot and resolve IoT-related technical issues, escalating when necessary.
* Document interactions and update knowledge base articles to assist users.
* Collaborate with internal teams, including engineering and triage, to ensure prompt issue resolution.
* Monitor IoT and kitchen appliance system performance and report on key metrics.
* Assist in customer onboarding and training on IoT system usage.
* Proactively identify any issues within the data and maintain tracking of customer issues.
* Aim to exceed customer expectations by resolving issues promptly and professionally, fostering a positive experience that drives customer loyalty.
Experience & Qualifications
* Experience in a customer support or technical support role.
* Strong Excel user.
* Good analytical skills.
* Familiarity with IoT devices, sensors, and connectivity (WiFi, 4G/LTE, LoRaWAN) is advantageous.
* Flexibility to work weekends on a shared rota.
* Proficiency with customer support tools (e.g., Zendesk).
* Excellent problem-solving and communication skills.
* Ability to work collaboratively in a fast-paced environment.
* Familiarity with the catering industry sector and commercial kitchen appliances is beneficial.
Employment Details
* Seniority level: Associate
* Employment type: Full-time
* Job function: Customer Service
Note: The content originally included additional job postings and extraneous sections; these have been omitted to provide a focused description of the IoT Customer Support Engineer role.
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