Job Description

About Us
Masco Home Products India (MHPI) is a fully owned subsidiary of Masco Corporation, headquartered in Livonia, MI. The vision of MHPI is to be recognized as a world-class Global Business Services organization driven by the desire for excellence in its people, business solutions, execution, and partnerships with internal customers to develop "Lean and Simple" business solutions. Headquartered in Livonia, Michigan, Masco Corporation is a global leader in the design, manufacture and distribution of branded home improvement and building products. Our portfolio of industry-leading brands includes Behr paint; Delta and hansgrohe faucets, bath and shower fixtures; Liberty branded decorative and functional hardware; and HotSpring spas. We leverage our powerful brands across product categories, sales channels and geographies to create value for our customers and shareholders. We have over 18,000 employees across the globe with 28 manufacturing facilities in North America and 10 globally.
For more information about Masco Corporation, visit
Masco Home Products India
Business Unit Supported: Watkins Wellness
Website: - www.watkinsmfg.com

• Position: IoT Customer Support Specialist
• Location: India (Permanent Remote)
• Job Type: Permanent
• Experience required: 3-5 years' Previous experience in customer support or technical support roles, especially in a software or app environment. Personal experience as a user of IoT applications.
• Assessment Test: (based on role requirement) will be required to take a skill assessment test prior interview.
• Shift: 08:30 pm - 05:30 am IST (5 days working)
• Work hours- total 9 hrs (8.5 hrs working+ Half an hour meal break)
• CTC: As per market standards
• Notice period: (Immediate joiner preferred) candidate serving notice period left with 30 working days preferred.
• Must have Broadband availability: Min 30 MBPS (national service provider JIO/TATA/Airtel Hathway etc)
• Important: Access to a quiet home office environment with above mentioned broadband availability and working space to accommodate two monitors +1 Laptop. (based on role requirement)

Job Summary:

• The App Customer Support Specialist is responsible for providing exceptional customer service and technical support to users of our mobile and web applications. This role involves troubleshooting issues (both in real-time by phone and email support), answering user inquiries, and ensuring a seamless user experience. Technical abilities extend beyond mobile app (infrastructure, understanding of hardware solution, etc.) Interact with customer and engineering team.

Primary Responsibilities:

• Customer Assistance: Respond to customer inquiries via email, phone, and live chat, providing timely and accurate information.
• Customer Service: The ability to use customer service best practices in communicating to users verbally by phone, written via email, and using our Virtual Remote Assistant technology to "see" the users screen in real-time. The ability to assist the other customer service teams in low IoT volume times.
• Technical Support: Diagnose and resolve technical issues related to the spa or sauna app, including login problems, bugs, and feature usage.
• User Education: Guide users on how to effectively use the app's features and functionalities.
• Product Understanding: Use and understand our solutions at a fundamental level, become SME on the IoT products and supporting infrastructure. Understand the fundamentals of how spas and saunas work in order to be able to explain how the app relates to the functions of the product.
• Issue Escalation: Escalate complex issues to higher-level support, 3rd party development teams, and internal engineers when necessary.
• Feedback Collection: Gather user feedback and report common issues to the product team for continuous improvement.
• Documentation: Maintain and update support documentation, FAQs, and troubleshooting guides.
• Performance Monitoring: Monitor app performance and user reports to identify and address potential issues proactively. The ability to implement improvements in Azure backend is a plus.
• Training: Training other customer service personnel to troubleshoot simple customer issues.
• Collaboration: Work with engineering on future app development based on the user experiences and VOC (voice of the customer).
• Regular weekly meetings with the service team and 1:1s with management and real-time interaction with the team on MS Teams.

Must Have Skills:

• Excellent English communication skills, both verbal and written.
• Strong problem-solving and troubleshooting abilities.
• Ability to work independently and as part of a team.
• Ability to read and understand data files, charts, procedure documents.
• Strong customer service skills and the ability to de-escalate situations with upset customers.

Technical Skills Proficiency

• Must have previous experience in customer support or technical support roles, especially in a software or IoT app environment.
• Personal experience as a user of IoT applications.
• Knowledge and understanding of programming languages (e.g., Flutter, SQL, Java, etc.). *Flutter is particularly useful in the current environment.
• Experience supporting mobile and web applications.

Preferred Skills/ Attributes:

• Empathy and patience when dealing with users.
• Urgency to respond and solve customer issues.
• Goal oriented to achieve customer service KPIs.
• Attention to detail and a proactive approach to problem-solving.
• Ability to handle multiple tasks and prioritize effectively.

Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

Disclaimer:
It has come to our attention that there have recently been some employment scams that have utilized reputable companies' names, including ours, to solicit personal information as part of a fraudulent hiring scam. Please note that all of our open positions are posted at https://jobs.masco.com or https://www.linkedin.com/company/masco-home-products-private-limited and any role not posted there is not a role we have open. If you are seeking a position at Masco Home Products Private Limited (MHPI), we recommend that you write to us on Careers.MHPI@masco.com if you have any questions about our hiring process, need to verify a Masco Home Products Private Limited (MHPI) job posting or offer or need to speak with a MHPI representative directly.
Company
Masco Home Products India
Full time
Masco Home Products India (the "Company") is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company's policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.
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