Technical Support Specialist

Keonn is a manufacturer of RFID hardware and software products for different sectors, like retail, healthcare, libraries, industry, and logistics. We provide RFID systems mainly for the retail and healthcare sectors, as well as RFID UHF components, like antennas, multiplexers, and readers for any industry. Keonn’s team is comprised of experienced engineers and PhDs with deep knowledge in fields like radiofrequency, antennas, electronics, firmware, and cloud-based software. Keonn is now part of Novanta.

The Technical Support Specialist is responsible for delivering exceptional support to customers by handling inquiries, resolving issues, and providing product or service information. The main goal is to ensure a high level of customer satisfaction and contribute to customer retention and loyalty.

• Respond to customer inquiries via phone, email, live chat in a timely and professional manner.
• Troubleshoot customer issues and provide accurate, efficient solutions.
• Solve incidents related to HW (mostly electronic devices) and SW.
• Escalate complex cases to relevant departments when necessary.
• Log and track support tickets, ensuring proper documentation of interactions.
• Gather customer feedback and share insights to improve services and processes.
• Collaborate closely with product development team and customer success engineers.
• Stay informed about company products, services, policies, and promotions.
• Meet or exceed key performance indicators (KPIs), such as response time, first contact resolution rate, and customer satisfaction scores.

• Previous experience in technical customer support or IT helpdesk roles at least 2 years.
• Engineering degree, ideally in Computer Science, Telecommunications, or Electronics.
• Working knowledge of SSH and CLI-based interfaces for network devices (routers, switches, firewalls, etc.).
• Familiarity with common networking concepts: IP addressing, subnets, DNS, routing, and VPNs.
• Comfortable using terminal/command line tools (e.g., PuTTY, OpenSSH, etc.).
• Previous knowledge of RFID UHF technology is a plus.
• Proficiency in English. Native Spanish language (or proficiency). Catalan is preferred.
• Strong communication skills and ability to explain technical concepts to non-technical users.
• Ability to work collaboratively in a team environment and remain calm under pressure.
• Familiarity with support tools (e.g., Zendesk, Freshdesk, Salesforce) is a plus.
• Willingness to work in a hybrid environment (30% telework is possible).