Provides technical support for customers using IoT devices through email and Microsoft Teams. Responsibilities include troubleshooting issues, delivering technical guidance, escalating complex problems, managing support tickets, maintaining records, and coordinating with sales and service stakeholders. The role also supports digital innovation projects and new digital offerings.
Digital Innovation Engineer - Ackumen Support
Location: Chennai, India
Required Language: English
Employment Type: Permanent
Seniority Level: Entry Level
Travel: <10%
Required Language: English
Employment Type: Permanent
Seniority Level: Entry Level
Travel: <10%
Buckman is a privately held, global specialty chemical company with headquarters in Memphis, TN, USA, committed to safeguarding the environment, maintaining safety in the workplace, and promoting sustainable development. Buckman delivers exceptional service and innovative solutions to our customers globally in the pulp and paper, leather, and water treatment sectors to help boost productivity, reduce risk, improve product quality, and provide a measurable return on investment. Buckman is in the middle of a digital transformation of its businesses and focused on building the capabilities and tools in support of this.
Position Summary
We are looking for a skilled bachelor’s degree holder preferably with experience in IoT devices to operate based out of our Digital Innovations Hub Chennai, India. As a Support Specialist, you will play a crucial role in helping and support to customers, clients, or end-users through various communication channels (email and Microsoft Teams) to address their inquiries, issues, or concerns. Your primary responsibilities will include troubleshooting, providing solutions, or escalating issues to higher-level support when necessary. Additionally, the associate need to perform administrative tasks related to customer support, such as managing support tickets, maintaining support records.
You will work with key stakeholders in the sales and service front to ensure their requests are handled timely. In addition, the person will also be part of the team that supports the innovation of new digital offering solutions and projects that are in the pipeline. If you like working for an entrepreneurial company with a Sustainability mission and digital ambitions at the core of its strategy, Buckman is the place for you. Join our team and help customers make the most of their IoT devices by providing top-tier support and technical guidance. Your expertise will contribute to creating a seamless IoT experience for our valued customers.
Preferred Qualifications
- B.Sc. or BCA or Engineering graduate preferably with 3+ years of experience in IoT platform
- Proven experience in technical support or helpdesk roles, with a strong understanding of IoT devices and technologies.
- Excellent problem-solving skills and the ability to diagnose and resolve technical issues.
- Strong communication skills, both written and verbal, with the ability to explain complex technical concepts in a clear and understandable manner.
- Patience, empathy, and a customer-centric approach to resolving issues.
- Familiarity with IoT protocols, networking, and security principles is advantageous.
- Proficiency in using helpdesk software and tools for ticket management and customer interactions.
Preferred Personality Traits
- A strong business focus, ownership and inner self-drive to solve real-world impactful problems with innovative digital solutions.
- Leadership skills to mentor junior associates.
- Aims high and brings a sense of urgency and ownership to all tasks.
- A life-long learner who constantly updates skills.
- A Strong problem solving with collaborative working experience.
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