Technical Advisor

Salary Range: €30,000.00 To €35,860.00 Annually

The Technical Advisor plays a crucial role in enhancing the customer experience by providing in-depth technical assistance and fostering strong relationships with our customers. Your expertise will enable you to address complex technical issues, ensuring our customers feel supported and valued. This role is perfect for individuals who are passionate about technology and dedicated to creating meaningful customer interactions. The Technical Advisor plays a critical role as the secondary escalation point of contact in resolving technical customer issues, providing product training and troubleshooting software and hardware issues while delivering superior customer experience.

CORE ACCOUNTABILITIES:

• Support customer retention by resolving complex issues swiftly, minimizing the risk of churn and maintaining customer loyalty.
• Identify potential upsell or cross-sell opportunities during technical support interactions and collaborate with sales teams to follow up on leads.
• Manage maintenance and outage notifications (24x7) including receiving and acknowledging alerts, determining relevance and urgency, developing and executing crisis communication plans (both internal and external).

Customer

• Provide in-depth troubleshooting and resolution for escalated customer issues, ensuring a high level of customer satisfaction.
• Build and maintain strong relationships with customers, understanding their needs and tailoring solutions to enhance their overall experience by addressing the existing issue, and also identifying system/ process and product improvements.
• Regularly follow up with customers post-resolution to ensure satisfaction and gather feedback for continuous improvement.
• Identify repetitive and related incidents that may be affecting multiple customers and services.

Business Process

• Maintain accurate records of technical issues, resolutions, and customer interactions in the support ticketing system, contributing to the knowledge base for future reference.
• Work effectively with Customer advocates, Supervisors, and other departments to develop issues when necessary, ensuring a seamless support experience for customers.
• Identify and suggest enhancements to existing support processes to improve efficiency and effectiveness.
• Coordinate with internal teams and external technology partners, including global mobile network operators (MNOs), mobile device manufacturers and any additional partners.
• Provide remote troubleshooting of hardware and software.
• Document new or updating existing processes and procedures.
• Train internal and external customers (either in-person or remotely) on processes, products and best practices.
• Monitor and recommend improvements to the quality-of-service support, incident management and organizational processes and procedures.

Learning and Development

• Participate in training sessions to stay current on product updates, industry trends, and best practices in technical support and customer service.
• Mentor and support Customer Advocates by sharing knowledge and best practices, fostering a culture of continuous learning within the team.
• Pursue opportunities for professional growth and development within the organization, including advanced technical training and certifications.

QUALIFICATIONS

• Bachelor’s degree in IT, Communication Services, or similar field of study preferred.
• Minimum of 5 years of hands‑on technical experience in M2M, IoT, cellular telecommunications, geolocation services or data networking.
• Proven experience working directly with customers to resolve complex issues.
• Experience with networking, wireless technologies, and support services required.

KORE VISION, MISSION, AND VALUES

VISION

To be the trusted global leader in IoT Connectivity Solutions for over 100,000,000+ connected devices, enabling a smarter, more connected world for all.

MISSION

To empower our customers to deliver transformative solutions that deliver impactful outcomes to the communities and customers they serve.

KORE VALUES

• Customer Obsession: We earn trust through deep understanding and relentless commitment. We earn the trust of our customers and aim to delight them through our solutions - we want to be loved by our customers.
• Be the Spark: We lead with energy, creativity, and urgency. We don't wait for change - we ignite it. We listen, engage, and encourage others to participate.
• Own the Outcome: We take accountability seriously - delivering on our promises to customers, teammates, and ourselves. We finish what we start. We think like owners and we’re frugal where it makes sense.
• Grit & Positivity: We face challenges head-on - with resilience, optimism, and determination. We look at these situations as an opportunity to create a positive outcome. When we make a commitment, we deliver. We challenge those in a respectful way that do not meet their commitments.
• Challenge. Debate. But Be Human: We speak up, question assumptions, and challenge ideas - not people. We aim for the best outcomes through respectful, direct, and open dialogue, keeping in mind we’re all on the same team.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to remain stationary; move; lift, push, pull and/or move up to 15 pounds. The employee must regularly sit; use hands to finger, handle, or feel; reach with hands and arms; communicate. Specific vision abilities required by this job include close vision.

KORE Wireless Group, Inc., is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. KORE is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at KORE are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identify and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. KORE will not tolerate discrimination or harassment based on any of these characteristics.