Customer Support Specialist
hace 6 horas
Keonn is a manufacturer of RFID hardware and software products for various sectors, including retail, healthcare, libraries, industry, and logistics. We provide RFID systems primarily for retail and healthcare, along with RFID UHF components such as antennas, multiplexers, and readers for any industry. Keonn’s team consists of experienced engineers and PhDs with expertise in radiofrequency, antennas, electronics, firmware, and cloud-based software.
The Customer Support Specialist is responsible for delivering exceptional support to customers by handling inquiries, resolving issues, and providing product or service information. The main goal is to ensure a high level of customer satisfaction and contribute to customer retention and loyalty.
1. Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
2. Troubleshoot customer issues and provide accurate, efficient solutions.
3. Escalate complex cases to relevant departments when necessary.
4. Log and track support tickets, ensuring proper documentation of interactions.
5. Gather customer feedback and share insights to improve services and processes.
6. Stay informed about company products, services, policies, and promotions.
7. Meet or exceed key performance indicators (KPIs), such as response time, first contact resolution rate, and customer satisfaction scores.
Minimum requirements include:
- Previous experience in technical customer support or IT helpdesk roles.
- Excellent verbal and written communication skills.
- Working knowledge of SSH and CLI-based interfaces for network devices (routers, switches, firewalls, etc.).
- Familiarity with common networking concepts: IP addressing, subnets, DNS, routing, and VPNs.
- Comfort with terminal/command line tools (e.g., PuTTY, OpenSSH, etc.).
- Knowledge of RFID UHF technology is a plus.
- Strong communication skills and ability to explain technical concepts to non-technical users.
- Ability to work collaboratively in a team and remain calm under pressure.
- Familiarity with support tools (e.g., Zendesk, Freshdesk, Salesforce) is advantageous.
- Proficiency in English; additional languages are a plus, depending on the market.
We offer
- A company that designs and manufactures RFID equipment worldwide for the retail sector.
- Young and dynamic work environment.
- New 4000sqm corporate building next to Westfield La Maquinista.
- Specialty coffee and table tennis.
- Support for online training programs.
- Opportunities to grow in a fast-paced international company.
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