Technical Support Engineer
About Fantabee
Fantabee is an Internet of Things (IoT) startup founded by industry veterans, comprising two Strategic
Business Units: Fantabuildings and Fantaserv. Our Solutions SBU, Fantabuildings, provides IoT solutions that make commercial buildings efficient, comfortable, and sustainable.
Our Services SBU, Fantaserv, offers a suite of IoT services ranging from strategy to managed services.
Along with our industry-leading partners, we ensure that embracing IoT can be hassle-free, flexible, and productive.
To know more about us, visit www.fantabee.com.

Job Code: KBTEC230622
Location: Chennai, India
Experience: 1–3 Years
Summary
The Technical Support Engineer will be part of the team that provides around-the-clock support for wireless products to customers in North America.
Roles & Responsibilities
Basic Troubleshooting: L1 agents are responsible for handling initial customer inquiries and technical issues. They provide first-line support and aim to resolve common and straightforward problems.
Ticket Triage:



L1 agents assess incoming support tickets, prioritize them based on urgency or severity, and route them to the appropriate teams or individuals for further investigation when necessary. They are also responsible for following up on their own tickets and supporting technicians with live troubleshooting and installation assistance.
Knowledge Base Management: L1 agents contribute to building and maintaining the organization's knowledge base by documenting known issues, solutions, and frequently asked questions (FAQs). They update the knowledge base with current information gathered from customer interactions.
Customer Interaction: L1 agents interact directly with customers via phone, email, live chat, or support tickets. They gather relevant information, actively listen to customer concerns, and provide timely and professional responses.
Escalation: If an issue cannot be resolved at the L1 level, agents escalate it to L2 or higher support l

📌 Technical Support Engineer (Chennai)
🏢 Fantabee
📍 Chennai