Job Description

Dynamic Host Configuration Protocol (DHCP)Domain Name System (DNS)PoEUI /UX Technical Support Technical Support Ui/ux

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Ui/UX Technical Support Only-

We are looking out for UI/UX Technical Support for our client Ubiquiti Inc.

It is a global technology company responsible for delivering IT solutions for Businesses, Smart Homes, and Internet Service Providers since 2003. To date, Ubiquiti has shipped over 100 million products across various technologies including WiFi, ISP Radios, Security Cameras, VoIP Phones, IoT Devices, and Door Access. We pride ourselves on delivering a highly functional product that is made easily accessible thanks to our keen eye for User Experience. The UI Team is on a mission to Simplifying IT.

For more details, please refer to our website at www.ui.com

Role Summary

We are looking to build our UI/UX Technical Support team with highly motivated individuals who are passionate about smart home and enterprise networking technology. In this role, you will become a product expert in order to provide our global user base with the most comprehensive, efficient support possible. While many support teams focus on helping individual customers fix their problems, we prioritize using this information to improve the user experience for all customers.

You will be key to advancing this user-oriented approach to technical support. Not only will you resolve requests, but you will use the insights gained to provide product UI/UX improvements in order to reduce future request volumes.

To that end, you will regularly interact with product development teams and key stakeholders—responsibilities often reserved for senior-level engineers.

Check out www.ui.com for more information on our company and products.

Description

In this role, you will be expected to:

• Become a product expert in designated fields such as: Wireless Technologies, Routing & Switching, Security & VPNs, Security Cameras, VoIP Phones, and Door Access Systems. In addition to your onboarding training, you should be proactive in reading internal product documentation, incorporating feedback from advanced technical support engineers, and performing your own independent research on our technology.
• Be the first point of contact for our users, meeting each with a personalized action plan that not only resolves their issue, but provides a larger context of its origin and impact. We strive to ensure that each user leaves their support interaction with a deeper understanding of their own technology.
• Obtain all necessary background information and properly qualify the nature of each support interaction. In addition to informing advanced technical support engineers, this information is vital in creating product improvements that will prevent other such requests in the future.
• Prioritize requests based on the severity and brand liability of each UX dead-end.
• Respond to users efficiently and insightfully to reinforce our team’s mission to provide the best support possible. You are not just a technical agent; you are a brand advocate, entrusted to minimize friction and maximize the positive impact of each interaction. Every user should feel that they are being heard, that their time is valued, and that every effort is being made to resolve their issue. Technology is inherently unpredictable, but our exemplary level of care and service should always be consistent, as this reinforces the collective trust in our brand.
• Perform hands-on testing with provided homelab equipment to identify potential UX dead-ends, reproduce known ones, and use insights from each to propose areas of improvement.
• Stay up to date on the latest Ubiquiti products and features, particularly those receiving a lot of attention and feedback on various social media platforms.

Role Requirements

• Written and verbal English fluency
• Familiarity with Ubiquiti products is preferred, though not required. We do expect, however, that you will proactively develop your knowledge on the job. It is an advantage to have prior knowledge of:
• IP addresses and DHCP
• Virtual Networks (VLANs)
• Domain Name Conversion (DNS)
• Power-over-Ethernet (PoE)
• Wireless communication, devices, and WiFi standards (e.g., WiFi 6)
• VPNs
• Good judgment and prioritization skills
• Flexibility to work nights and/or weekends
• Comfort working in a very dynamic, fast-paced environment
• The ability to simplify technical concepts for non-technical users

Salary - Negotiable

Location- Gurgaon / Mumbai