Customer Support Intern

About the Role

Ecolibrium is a sustainability technology company empowering organizations to accelerate their decarbonization journey through data-driven insights and intelligent technology solutions. Leveraging IoT, Artificial Intelligence, and Machine Learning, their platform enables real-time monitoring, actionable insights, and automated recommendations to help businesses optimize energy consumption, improve operational efficiency, reduce costs, and achieve their Net-Zero goals.

Key Responsibilities

• L1 Technical Support & Client Coordination
• Assist in providing first-level technical support to customers across different geographies.
• Support basic troubleshooting of power supply conditions, SIM connectivity, network issues, sensor-device connections, faulty sensors, and sensor programming.
• Coordinate with customers and internal technical teams to track and resolve issues requiring higher-level support.
• Assist in maintaining regular communication with existing customers and ensuring a positive customer experience.
• Track customer issues and support timely resolution in adherence to defined SLAs.
• Customer Engagement & Account Growth
• Understand customer requirements and identify opportunities to enhance product adoption and expand existing customer accounts.
• Assist in identifying potential opportunities for additional nodes, CBM, NZC, and sustainability offerings.
• Collaborate with Supply Chain, Sales, and Product teams to communicate customer feedback and report technical issues.
• Develop knowledge of Ecolibrium's platform, technologies, use cases, and CBM offerings to effectively support customers and understand the company's solutions.

Requirements & Tech Stack

• B.Tech in Instrumentation Engineering, Electronics, Electrical Engineering, or an equivalent discipline.
• Fresh graduates or candidates with relevant internship/project experience.
• Basic understanding of data communication systems, communication protocols, and gateways.
• Familiarity with sensors, IoT devices, and industrial connectivity.
• Basic understanding of energy management, industrial processes, and utility systems.
• Fundamental knowledge of software platforms, BMS, and cloud-based applications.
• Basic understanding of networking and connectivity involving gateways, BMS, and other platforms.
• Willingness to learn technical troubleshooting and customer support processes.

Personal Attributes

• Good communication and interpersonal skills.
• Customer-oriented approach with a willingness to assist and support customers.
• Strong team player with good coordination skills.
• Patience, empathy, and an ability to understand customer concerns.
• Active listening and problem-solving abilities.
• Eagerness to learn new technologies and adapt to a dynamic work environment.