Responsibilities • Properly log all information into the problem management system & tracking of all activities in CRM (SFDC).
• Follows established process and procedures to provide support to customers via all contracted channels (phone, email, chat &/or fax).
Works effectively with other management and customers to quickly address problems as they arise.
• Remote diagnostics, troubleshooting, analysis, and resolution of support issues.
• Mobile Device Management (MDM platforms ., AirWatch / Mobile Iron) - Utilize console to assist Users with device configuration.
• Escalate issues to the appropriate contacts in a timely manner and ensure end users are aware of changes to original expectations in accordance with procedural guidelines.
• Comply with established business processes, procedures, and standard work.
• Support the operation with reporting and/or administrative tasks.
• Identify areas of opportunity and participate in improvement initiatives (Projects, Kaizen, 5S, HOS, RPS, .
• Timely communication (follow up) with customers with focus on customer service and relationship building.
• Escalate issues in a timely manner while following the established standard work.
• Cross function communication and collaboration within the organization (peers, teams, groups, hubs, to solve customer requests.
• Proactively maintain and extend product knowledge by self-study, testing products/software and by attending technical trainings on a weekly, monthly basis (per defined agenda).
• Rotational shiftsYOU MUST HAVE • High School Diploma, or equivalent.
Some experience in the field.
• High proficiency level in the English language (written and spoken) • Effective communication and interpersonal skills • Analytical skills and critical thinking • Strong analytical and problem-solving skills.
• Ability to work collaboratively in a team environment.
• Excellent communication and presentation skills.
WE VALUE • Bachelor's degree in management, Computer Science, or a technology related discipline.
• Good interpersonal and verbal & written communication skills • Strong continuous improvement mindset, strong leadership impact • Experience with CRM (Salesforce, ServiceNow or others).
• Experience in MDM (AirWatch, Soti, Mobile Iron, Intune, .
• Demonstrated experience with Knowledge Management & Call Center Management.
• Good Administration skills.
• Fosters teamwork and diversity, knowledge sharing mindset.
• Able to multi-task, prioritize and work independently as well as in a Team environment.
• Strong problem-solving skills – ability to quickly and correctly assess the impact, complexity and urgency of technical problems reported by customers.#LI-Hybrid
