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Senior Tech Support Specialist

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Engineering
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WD30104280325 Requisition #

What will you do:

• Provide first level of technical support to users and administrators of Companion over the phone

How will you do:

• Provide technical and application support via phone as per the queues and customer needs.
• Understand the common problems faced with using the mobile Companion app and on-premise server to ensure accurate issue resolution to customers, backed with complete documentation.
• Understands basic issues related to the use and configuration of mobile apps, open protocols, APIs, servers, and enterprise/building system integrations to assist our customers and on site administrators solve problems
• Develop skills on problem analysis and resolving technical issues using it as learning while troubleshooting support cases real-time, including the correct use of knowledgebase articles.
• Contributes to new procedures and updates as needed.
• Works closely with Level 2 engineers to communicate and duplicate customer issues (in lab) and solve complex problems to provide customers with all-in-one support and solution experience.
• Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meeting the SLA’s and FCR (First Call Resolution) targets specified by the Sr. Manager.

Qualifications

B.E / B. Tech

Experience

• Technical Customer Support experience in troubleshooting; relevant exposure and experience in software applications (Android & iOS), building management systems, access control systems, enterprise & building system integrations, APIs, BACnet, HTTPS, server-based offerings, and calendaring systems (i.e., Outlook, etc.) is desirable.
• Voice and phone support experience is a must (especially North American region)
Knowledge, Skills and abilities required

- Good overall knowledge of related software offerings
- Basic level of proficiency in Microsoft Office Excel and Outlook
- Strong customer service expertise
- Good interpersonal and problem solving skills
- Ability to work independently and / or in a team environment
- Ability to work in shifts: Noon / Evening / Night
- Excellent verbal and written communication skills

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