Technical Support Engineer, who can assist clients with product issues and help to maintain a high customer retention level. He/She will be responsible for inbound and outbound support tickets from the customer base and addressing customer Technical issues and concerns.

Key Responsibilities

Manage, maintain, support and troubleshoot the mobile cloud environment and its related mobile devices and suggest adjustments and new system designs for future needs.

Experienced in a tech support role in managing Android, iOS or Windows devices

Work closely with operations and software engineering teams to design and implement scalable and high performance solutions for our platform as a service and internal management tools

Quickly and efficiently troubleshoot simple and complex issues in order to provide outstanding support for internal service level objectives

Deal directly with customers, and respond promptly to customer inquiries

Handle issues by providing the appropriate Root cause of the issue

Identify areas for process and efficiency improvement within Platform Services Operations; recommend solutions and assist in overseeing implementation. Actively facilitate continuous improvement

Technical Skills – Must Have

Experience on mobile device platforms (Android, iOS, Windows or Mac)

Knowledge on SAAS product support which has a cloud console -preferably in the mobility space

Working experience with Partners & Customers, Voice and Remote support

Worked on log collection and analyzing tools

Proficient in working on support desk/CRM tools such as Zoho/Zendesk/Salesforce

Experience of issue tracking software such as Jira/Bugzilla/Mantis/Remedy

Resourceful in understanding IT communication, troubleshooting, debugging and maintenance in multi-platform environments.

Nice To Have

Technical troubleshooting involving monitoring web-app performance, crash analysis etc

Should have basic experience in understanding help docs and articles.

Understanding of MDM, EMM on either of the platforms (Android, iOS, Windows & Mac) can be an added advantage.

Skills

Must possess strong communication skills in English, both written and verbal

Quick learner and versatile.

Flexible to work in different shifts

Excellent Email communication is a must.

Strong ownership

An excellent problem solver with strong analytical skills

Skills:- Technical support, Debugging, Troubleshooting, Bug tracking, SaaS, MDM, Zendesk, Salesforce, Mobile device management and Android Testing