Dozee - Technical Support Specialist
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Requirements
• 1–3 years of relevant experience in technical support, device monitoring, or troubleshooting. • Education: Degree or diploma in Electronics, Computer Science, Engineering, or related field. • Proficient in using diagnostic tools for hardware issue resolution. • Basic coding knowledge to assist in troubleshooting processes. • Experience working with APIs for data generation and integration. • Strong problem-solving and analytical abilities. • Excellent verbal and written communication skills, with the ability to engage effectively with field teams and customers—especially in remote environments. • Committed to delivering high-quality support to both customers and internal teams. • Proven ability to thrive in a collaborative, remote team environment and manage tasks in a fast-paced, high-pressure setting. • Work Preferences: • Open to working 6 days a week in 9-hour shifts, Night shift only, with shifts starting between 6:00 PM to 10:00 PM on a rotational basis. • Experience with medical or healthcare technology. • Familiarity with Dozee’s products or similar healthcare monitoring devices. • Knowledge of software systems for ticket management and issue tracking. • Experience with troubleshooting network-related issues • Knowledge on MDM solutions, Android OS, Linux machines, computer networks, brief knowledge about electronics, embedded systems, • Good understanding of internet setup, or resolving internet connectivity issue, bluetooth connectivity issue
Responsibilities
• Provide remote assistance to field teams to diagnose and troubleshoot hardware/software issues with Dozee devices using Slack, WhatsApp, calls, or email. • Use various diagnostic tools and software including but not limited to OpenObserve, Postman, MDM, monitoring tools, and internal dashboards to remotely assess and troubleshoot issues. • Work to quickly identify the root cause of and provide effective solutions or guide field teams in implementing temporary fixes until proper resolution can be made. • Collaborate with on-field teams, engineering, Hardware and product teams to escalate complex issues and work towards long-term solutions. • Analyze device logs, system data, and dashboards to identify potential issues and provide appropriate resolutions. • Provide clear and concise instructions to field staff and customers, ensuring they understand the troubleshooting process and solutions. • Stay up to date with product updates, troubleshooting techniques, and relevant hardware knowledge to ensure effective support. • Provide insights on recurring issues and suggest improvements to enhance the product’s reliability and the efficiency of the support process. • Identify root causes of internet and Bluetooth connectivity issues, and troubleshoot in coordination with the client point of contact (POC).
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