About the Role

We're hiring a dedicated Product Support Specialist to handle customer queries related to our smart home products. This includes installation help, device pairing, and troubleshooting, primarily through our ticketing system. You'll be the first point of contact for customers facing product issues, and your job is to resolve their doubts quickly and clearly.

Responsibilities

- Respond to customer support tickets related to product installation, pairing, and troubleshooting
- Guide customers step-by-step through setting up sensors, smart switches, curtains, and locks
- Diagnose common issues (connectivity, pairing failures, app-related problems, hardware faults) and provide solutions
- Escalate unresolved or complex technical issues to the relevant internal team
- Liaise with the technical support teams of our brand partners (Aqara, Lockin, SwitchBot, etc.) to resolve issues and build a deeper understanding of product behavior
- Collect defective products from customers/field and conduct basic testing to identify fault patterns, sharing findings with the R&D; team
- Maintain accurate records of tickets, issues, and resolutions




- Identify recurring problems and report patterns to the product/technical team
- Help build and update a knowledge base or FAQ for common issues
- Ensure tickets are resolved within agreed response/resolution timeframes

Requirements

- Prior experience in customer support, technical support, or a related role
- Comfortable troubleshooting hardware and app-based issues (training will be provided on our specific products)
- Clear written and verbal communication skills
- Patient and customer-friendly approach, especially with non-technical users
- Basic understanding of Wi-Fi, Bluetooth, or Zigbee-based smart devices is a plus
- Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) is a plus, but not mandatory

Nice to Have

- Experience supporting smart home, IoT, or electronics products (Aqara, SwitchBot, Lockin, or similar brands a plus)
- Multilingual support ability

What We Offer

- Hands-on training on Modo's product line
- Chance to grow into a senior/lead support role as the team scales

📌 Product Support Specialist (Bengaluru)
🏢 Modo Technologies
📍 Bengaluru