Job Description

We are an individual to fill in the role of IoT Support & Customer Success Executive at GT Business Systems. In this role, you will bridge the gap between our technology and our clients, ensuring that our IoT solutions are implemented effectively and that customers receive quality support. 

• Technical Support & Troubleshooting: Diagnose and resolve technical issues related to IoT devices and software, providing timely solutions to client inquiries.
• Installation & Deployment: Coordinate with the sales team to process new orders, set up user accounts, and ensure devices are configured and labeled correctly for installation.
• Monitoring & Maintenance: Proactively monitor device performance and security, performing regular health checks and remote updates.
• Customer Onboarding & Training: Arrange and conduct product usage training for customers via on-site visits or online meetings to ensure successful adoption.
• Customer Success Management: Resolve product or service issues by clarifying complaints, determining the cause, and following up to ensure a permanent resolution.
• Data & Records Management: Maintain accurate customer records, including account information and vehicle databases; prepare service reports by analyzing customer data.
• Inventory Control: Manage inventory levels for IoT devices and accessories to ensure readiness for installation and maintenance schedules.
• Feedback Loop: Collaborate with the development and engineering teams to provide field insights and feedback for continuous product improvement.

Job Requirements

• Education: Diploma or Bachelor’s Degree in Computer Science, Information Technology, or a related field.
• Experience: Previous experience in technical support, customer success, or field operations is an advantage.
• Language Proficiency: Fluent in Chinese, English, and Malay to support our diverse client base.
• Mobility: Must be willing to outstation for on-site installations, maintenance, or client training when required.

Skills