Technical Support Engineer (the afternoon shift)
Kontakt.io
IT, Customer Service
Kraków, Poland
Posted on Monday, May 15, 2023
About Kontakt.io
Kontakt.io is the industry leader in indoor environmental, location, and occupancy services using Bluetooth Low Energy (BLE ®). Our mission is to deliver human-building interfaces that provide people with delightful, useful, and safe indoor experiences to help make buildings work for people. We are out to define a new building DNA that is human-centric. We build technologies that help transform buildings into indoor spaces that are useful for people in their daily journey to accomplish their goals, working or being cared for in a safe & sustainable indoor environment.
We started in 2013 when Kontakt.io built the first enterprise-graded BLE beacon solution for building-mobile interfaces. Since then, we have provided BLE solutions to over 30,000 end-users, delivered via +1,100 partners using +3 million IoT devices in the field. Today our solutions cover approximately one billion sq ft. We continue to be a pioneer in the field, with a focus on Smart Buildings in Healthcare and Corporate Real Estate Spaces.
We are looking for a Customer Technical Support Engineer (the afternoon shift)
Job Description
As Customer Technical Support Engineer, you will be responsible for developing customer relationships that promote retention and loyalty. As an entrepreneur, you are involved in aggressively growing the business by helping customers and partners get the value of indoor location services.
You are working hand-in-hand with the sales and engineering organization, covering all aspects of the technology and initial implementations.
Experience:
- min. 3 years of experience in Customer Service and electronics/technology experience troubleshooting hardware, software, operating systems, performance issues, and overall systems knowledge
- Expertise in customer service skills with the ability to partner with business functions and technical support functions
- Understanding how API integrations work
- Experience in providing hands-on support and diagnosing technical issues
- Experience in guiding customers (remotely or onsite) on how to deploy the solution
- Hands-on experience in preparing documents (user guides, training, and onboarding materials, etc.) and managing FAQ/Wiki with technical support information
- Intermediate understanding of programming languages (Python is most welcomed, but other scripting languages work as well)
- Prior professional experience in applications based on BLE, RTLS solutions including fleet management, micro-location services, asset tracking is a huge plus
- Proven success working independently, autonomously, & reliably, exceeding metrics
- Proven success working 100% remote in prior positions & are experienced working with a distributed, national team
Personality Requirements:
- Hunger to build your career as a customer technical support engineer
- Identify with Kontakt.io’s mission to radically streamline and simplify the indoor location service landscape
- Strong customer-centric leadership
- Strong relationship builder
- Radical growth and result-mindset
- Natural urgency in everything you do
- Desire to win and achieve something bigger, create an impact that lasts
- Tardigrade-style resilience
- Capacity to work remotely and independently
- Feel at ease in fast-paced environments
Skills and Competencies:
- Willingness to work the afternoon shift (2 -10 pm CET)
- Highly tech-savvy, using his/her skills in order to take advantage of the tools in place
- Excellent written and verbal communication skills, ability to explain concepts clearly and concisely as well as translate into customer-friendly language, complex technical knowledge
- Ability to learn, understand, and communicate complex technical concepts to peers and customers
- Creative ability to look at situations from all relevant points of view
- Ability to prioritize and have good organizational skills
- Ability to perform multiple tasks at one time
- Analytical skills
- Proactivity
- Ability to make a decision without having all data
Duties:
- Go above & beyond to provide world-class customer experiences, resolve customer inquiries, and overall put our customers first
- Own the implementation and launch life-cycle for new customers
- Provide technical analysis and resolution of underlying problems through Zendesk, emails, phone
- Proactively provide customer training/onboarding calls to help clients find success in the Kontakt.io platform
- Provide appropriate documentation on the reported issues and provide regular status reports to internal stakeholders and external customers
- Adhering to SLAs (Service Level Agreements), maintain a high level of customer relations through responsiveness and focus on ensuring customer satisfaction
- Report and record customer issues and implement solutions
- Engage with broader team members to identify and resolve technical issues
- Conduct defined processes and solutions, such as compliance with escalation procedures and customer support processes
We offer :
- fast-paced and dynamic startup environment, flat structure
- a permanent agreement or B2B contract
- competitive base salary and stock option plan (ESOP)
- work with our IoT experts and trending technologies
- collaborative and self-organised environment
- hybrid work (office in Krakow)
- private medical care, cafeteria system
Kontakt.io Virtues and Culture
Lead customer-centric - customer leadership is the key. If a customer has a problem we don’t wait. We understand what customer needs and we tailor our services, products around the customer. It doesn’t mean that we let the customer lead us. It means that we think about the customer first
Have a growth mindset - we commit to results and growth. We are responsible for results, not for the activity or time spent. If we believe we can’t achieve a result or a job, it’s our duty to raise the voice, push back, explain what we suggest instead. We don’t see results as something static - ever. This means that our results and expectations are becoming more ambitious, quarter over quarter. We constantly evolve
Challenge, inspire, respect - we are the challenger in the marketplace. When working with each other - or with customers - we enjoy and desire to challenge each other. We listen, reflect, and respond. We aim to understand the point of view of the other party and if there is customer merit in the argument. When we challenge, we articulate our hypothesis clearly and provide data and evidence in our argumentation. We respect the time of our colleagues. We have a zero-tolerance towards discrimination of any kind. We respect the environment
Execute systematically - We recognize that the start-up journey will only be successful if we learn twice as much as others in half the time. For us, innovation also means continuous improvement in all fields. We think in systems when driving results, growth, and learnings
Act with urgency - We have a sense of urgency in everything we do - at all times. It’s deeply rooted in the belief that as an up-start, as a challenger, we need to drive value for our customers faster and better than anybody else in the marketplace. We do things outside of the personal comfort zone.
See more open positions at Kontakt.io
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