Technical Support Engineer @ Ford

Job Description

Technical Support Engineer (UI/UX Team) -( (Rotational Shifts)

Role Summary

We are looking for highly motivated individuals with a passion for technology to join our UI/UX Technical Support Team. You will train to become a product expert in various technologies and subsequently provide support to users in those designated areas. This is a particularly unique and rewarding role because our core belief is that users should never need to contact support; instead, any dead-ends should be addressed via an elegant UI/UX that is filled with actionable feedback. As such, you will hold a key role in the product development lifecycle: using your product expertise and knowledge of incoming support requests to drive improvement and reduce the volume of future support requests.

You will have exposure to product development teams and key stakeholders that most other organizations reserve only for the most senior and top-tier engineers. 

Description

1. Become a product expert in select areas such as Wireless Technologies, Routing & Switching, Security & VPN, Security Cameras, VoIP Phones, and Door Access Systems. This will consist of initial training, reading internal documentation, internalizing feedback from the Tier 2 technical team, and performing independent Internet research.
2. As a member of the UI/UX support team, you will be the first point of contact for incoming requests and will be responsible for executing an appropriate action plan. You may find yourself solving many of the incoming requests without needing to escalate the ticket to our advanced technical team, but you should always ensure you are obtaining the necessary information that can be used to Properly qualify incoming requests and obtain the necessary information allowing you to execute the appropriate course of action.
3. This may include directly solving the ticket, escalating it to our advanced technical team, or flagging it to key stakeholders when extra attention is required.
4. Effectively prioritize requests based on the degree of UX dead-end and how influential this is for maintaining a reliable brand narrative.
5. Provide excellent communication to incoming customers and serve as a brand advocate. This means sending efficient, insightful, and educational responses to users in order to promote brand trust.
6. We may not be able to solve every incoming request, but we should always make an effort to show empathy and provide our best recommendations. Perform hands-on testing to reproduce potential user dead-ends and areas for improvement.
7. Each engineer will be provided with their own designated home lab equipment. Stay up to date with the latest Ubiquiti product and feature trends.
8. You should pay particularly close attention to popular Ubiquiti groups on various social media platforms to gain deeper insights to our customer base and their potential issues

 

Requirements

1. Excellent written and verbal English communication
2. A driven self-starter with a passion for technology. we expect that you will take the initiative to quickly develop your skills.
3. Good judgment and prioritization skills
4. Flexibility to work nights and/or weekends
5. Comfort working in a very dynamic, fast-paced environment
6. Ability to effectively simplify technical concepts for non-technical users

 

Typical Education and Experience

1. Bachelor's degree or higher
2. Although we prefer technical fields such as Engineering, Computer Science, or Networking, we are open to candidates that demonstrate strong technical skills.

Work Location & Shift: Gurgaon & Mumbai (Work from the office) Night Shifts (Rotational)

**Cab facility available for Night shifts.

Immediate Joiner would be preferred.

Employement Category:

Employement Type: Full time
Industry: IT - Hardware / Networking
Role Category: Technical Support / HelpdeskCustomer Service (Domestic)
Functional Area: Not Applicable
Role/Responsibilies: Technical Support Engineer

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Keyskills:   network hardware wireless technologies hardware support network devices technical support vpn security switching routing voip phones security cameras door access systems