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Customer Support Engineer - Philadelphia, PA
Ref No.: 17-03650
Location: Philadelphia, Pennsylvania
 Job Title:  Customer Support Engineer
Job Location:  Philadelphia, PA
Position Type: Contract (12+ months)
Rate: DOE
Interview Process: Phone followed by F2F
US Citizen, Green Card, GC-EAD and H4-EAD preferred- No Third Party C2C Candidates

Job Description
  • Front facing customer support engineer to support commercial deployment of machineQ enterprise IOT solution.
  • Answering IOT enterprise customer calls as Tier 1 support
  • Proactively alert customer on potential device issues and help resolving client issues
  • Preparing/review documentation like customer facing FAQs, troubleshooting guide, operations procedures and training materials
  • Work with Field operations teams to resolve issues per severity on customer reported issues.
  • Might need to visit client locations and train customers
  • Providing feedback on product development to engineering team
  • Provide recommendation to test Lab based on the customer issues to catch them during testing phase before goes into production
  • Conduct/ participate in weekly operations meetings.
  • Clarify customers on billing/pricing related question and help backend team resolve rate code related issues