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)
Explicit 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