JOB: Customer Support Engineer At Tarana Wireless

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Tarana was founded in 2009 to research, develop, and commercialize at mass scale a whole new take on wireless access. It is powered by the efforts of smart PhDs from advanced radio architecture research teams (first from Berkeley, then from several other leading universities), along with Silicon Valley wireless industry pioneers with decades of deep experience in multi-radio systems. Our tightly-knit engineering core is complemented by operations and outbound teams seasoned in successful commercialization and scaling of telecommunication innovation. We’re funded by Khosla Ventures, EchoStar, Greg Wyler, Prime Movers Lab, and a number of global private investors, and we’re guided by a team of distinguished communications-industry leaders.

Tarana Wireless is looking for a high-energy, self-starter individual to join our Customer Support team that provides top-notch services while simultaneously improving the overall customer service process. The ideal candidate should technically understand a company’s entire product portfolio so that they can handle escalated support requests. The candidate should be customer focused, highly curious with a knack of digging to the root of problems and offering solutions.

The job is based in Pune, but for candidates who cannot relocate, we will consider remote-working arrangements with occasional travel to Pune as required.

Responsibilities

  • Respond to customer queries/tickets in a timely and accurate way, via phone, email or chat
    Identify customer needs and help customers use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers.
  • Follow up with customers to ensure their technical issues are resolved.
  • Gather customer feedback and share with our Product R&D teams.
  • Assist in training junior Customer Support Representatives

Requirements

In depth knowledge and experience in at least ONE of the following areas:

1.1 OFDM based wireless systems like LTE or WLAN. Understanding of RF/microwave network design, link budget analysis.

1.2 Networking, switching, routing, IPv4/v6 addressing, VLANs.

1.3 Cloud software deployment/troubleshooting, AWS, Microservices architecture, Rest APIs.

3-8 years of relevant experience in customer facing technical roles.

Excellent communication, problem-solving skills and multi-tasking abilities.

B.Tech or B.E or MS in CS, Electronics or Information Technology.

This is a shift based job (rotational shift) and candidates should have prior experience with customer support for ISP/Large Enterprise is a plus or value add.

Location: Pune

Company: Tarana Wireless

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