Job Description

Job description

Job Title:

Customer Support - Technical (IoT Home Automation)

Experience:

3+ Years

Location:

Pert Smart Home Automation

Department:

Customer Support / Technical Services

Employment Type:

Full-Time

Job Summary:

We are looking for a proactive and technically skilled

Customer Support Executive

with 3+ years of experience in the

IoT Home Automation

domain. The ideal candidate will be responsible for handling inbound customer queries, resolving technical issues, and managing warranty-related support calls efficiently to ensure customer satisfaction and retention.

Key Responsibilities:

Respond to customer calls and emails related to installation issues, product malfunctions, and warranty claims for home automation products. Troubleshoot technical issues remotely and guide customers through step-by-step solutions. Coordinate with the internal technical team for escalated support cases and ensure timely resolution. Maintain clear documentation of customer interactions, problems, and resolutions in the CRM system. Validate warranty claims, update warranty status, and process service requests in line with company policy. Educate customers about device functionalities, app usage, firmware updates, and connectivity solutions. Follow up with customers post-resolution to ensure satisfaction and closure. Contribute to knowledge base articles, FAQs, and support documentation.

Requirements:

Minimum 3 years of experience in technical customer support, specifically in IoT or Smart Home Automation. Strong understanding of smart devices, wireless technologies (Wi-Fi, Zigbee, Z-Wave), and mobile apps. Excellent verbal and written communication skills in English and local language(s). Ability to manage stressful situations calmly and professionally. Experience using CRM and ticketing tools (e.g., Zoho, Freshdesk, or similar). Problem-solving mindset with a customer-first attitude. Basic networking and troubleshooting knowledge preferred.

Nice to Have:

Experience working with B2C consumer tech products or automation service providers. Exposure to smart lighting, security systems, voice assistant integrations (Alexa/Google), etc.
Job Types: Full-time, Permanent

Benefits:

Cell phone reimbursement Commuter assistance Internet reimbursement Paid sick time Paid time off Provident Fund
Shift:

Day shift
Work Location: In person

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

Cell phone reimbursement Commuter assistance Paid sick time Paid time off Provident Fund
Schedule:

Day shift
Supplemental Pay:

Overtime pay
Education:

Bachelor's (Required)
Experience:

Home Automation: 1 year (Required)
Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

Cell phone reimbursement Internet reimbursement Paid sick time Paid time off Provident Fund
Schedule:

Day shift
Work Location: In person