Engineer I Technical Services
Core
Provide interactive customer care and technical solutions via phone, email, and chat for Refrigeration Monitoring of Reefers and Cargo shipments, including troubleshooting, device management, and case creation.
Role type
Entry-level technical support engineer (HVACR/Cold Chain)
Builds
24/7 support for Cargo Loggers, Trackers, Oversight Platforms, Marine Proact GMS, and Marine Modems
Domain
Climate technology / Cold chain logistics / HVACR
Deliverable
client delivery
Required skills
English communication, device identification, visual guide creation, case management, user account management, device configuration, log review, issue simulation, online session facilitation, knowledge base documentation
Preferred skills
Engineering degree (Mechanical, Electronics, Electrical, or Management), technical savvy with digital tools
Technologies
TeamViewer, MS Teams, Kore, Oversight, Azure, AT&T, REFCON Logs
Responsibilities
Provide technical assistance to customers via phone, email, and chat; Create visual guides for troubleshooting or installation; Manage user accounts and device configurations (activation, subscription, assignment); Perform issue simulation and conduct online support sessions; Review logs from engineering platforms; Triage cases for escalation; Document FAQs and create troubleshooting guides.
Seniority
Entry-level, fresh graduate