Experience
2 – 4 years
Job Type
Full time
Location
Pune
Hybrid
Date Posted
Apr 25, 2022
ProMobi Technologies Pvt. Ltd.
We are looking for a 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.
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