🎯Your mission
Become the person that customers trust to solve their Smartex.ai related technical issues and make sure that the number of failures is reduced over time.
🔍 What we're looking for
We are looking for a Technical Support Specialist to assist our customers, enforcing our Service Level Agreements (SLAs). You will diagnose and troubleshoot software, hardware, and network problems and help our customers use the Smartex.ai system in the best way possible, thus ensuring their sustainable and efficient defect-free production.
The Technical Support team will have a deep understanding of the Smartex product and work directly with internal teams to solve the most complex technical issues. They will communicate internally and externally via a ticketing system so it's important that the candidates have both oral and written communication skills.
Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
👇 Responsibilities
Guide, mentor and help customers in resolving technical issues on our IoT fleet
Ensure that the customer issues are restored in a timely manner according to the specified SLAs
Ensure every customer reported issue is properly documented in Smartex ticketing systems for tracking purposes and learning and improving opportunities
Measure and act upon the service metrics, thresholds, and key performance indicators used to govern the ticket resolution process
Use and apply Technical Support processes, policies & tools documentation and contribute to their continuous improvement
Direct involvement with the customer success, product, and engineering teams
🛠️ Skills & Experience
Technical background in Network Systems, IT, Electrical Engineering or related
Knowledge of Linux
Nice to have: knowledge in Linux based Embedded Systems
Excellent verbal and written communication skills
Be customer-focused and results-driven
Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues
Ability to describe the details on technical issues in all their complexity when needed
Fluency in English and Portuguese
Extra points for fluency in Italian and/or Turkish
Extra points for experience in the Textile industry or other manufacturing activities
🏆 What we offer
Employee stock options
Career and salary progression attached to periodic goals
Health insurance
Salary package according to experience & skills
A dynamic work environment in a fast-growing company
Working with an inspiring, diverse, talented team
Office & home perks (home set up, office snacks, fruit, coffee, pet friendly, etc.)
Remote friendly work policies
Opportunity to make a real impact in the World — change the state of the art
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