IoT Technical Advisor & Customer Experience Lead

KORE Wireless; Mission, Northern (KS, KY); Hybrid; USD 35,000 - 41,000; Full time

Job summary

KORE Wireless is seeking a Technical Advisor to provide in-depth technical assistance, resolve complex issues, and train customers on products and software/hardware solutions. You will act as a secondary escalation point to ensure exceptional customer experience.

The role requires strong networking, IoT, and geolocation expertise, collaboration with cross-functional teams, and proactive incident management to minimize churn and identify improvement opportunities.

Qualifications

• Bachelor’s degree in IT, Communication Services, or similar field preferred.
• Minimum 5 years of hands-on technical experience in M2M, IoT, cellular telecommunications, geolocation or data networking.
• Proven experience resolving complex customer issues and providing product training.
• Experience with networking and wireless technologies required.

Responsibilities

• 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 experience.
• Identify repetitive incidents and coordinate with internal teams to address root causes and prevent recurrence.
• Maintain accurate records of issues, resolutions, and customer interactions in the ticketing system.

Skills

M2M IoT

Geolocation services

Customer support

Networking knowledge

Troubleshooting

Education

Bachelor's degree in IT or related field

Job description

KORE Wireless is seeking a Technical Advisor to provide in-depth technical assistance, resolve complex issues, and train customers on products and software/hardware solutions. You will act as a secondary escalation point to ensure exceptional customer experience.

The role requires strong networking, IoT, and geolocation expertise, collaboration with cross-functional teams, and proactive incident management to minimize churn and identify improvement opportunities.