To be the ideal candidate for this position - you will need to enjoy building a relationship with customers for a product. You will be speaking with customers daily and following up on their general questions as well as assisting them on basic troubleshooting of their device. You have previous experience with Android, and either Macintosh, Windows or Linux. Good communication and interpersonal skills are critical to help build the relationship with the customer and product team. Finally, you must be enthusiastic to learn new products, be comfortable with rapid changes in your work environment and enjoy creative challenges.
Duties and Responsibilities
Responsible for managing to an assigned customer base
Answer and respond to general device inquiries via email, inbound or out-bound phone.
Validate device for warranty and repairs, to confirm users are eligible for support.
Assist users on technical issues via email or phone
Respond appropriately to customer escalations.
Ensure excellent customer satisfaction.
Work with other technicians to resolve or properly close help tickets.
Manage an individual ticket queue.
General Remote Access account issues.
Updating knowledge bases and process documents as needed
Responsible to follow the direction of management and provide feedback.
All other tasks as assigned.
Connectivity and tethering of Mobile Devices
○ Networking skills (Proxy Settings, Routers, Internet Modems, Ethernet)
○ Troubleshooting Wireless skills (WiFi, SSO, VPN)
Familiarity with Imaging Operating Systems
Experience with Android applications development
Experience in Google applications including; google mail, calendar, maps.
Excellent customer service skills including follow-up, verbal and written communication
Good problem solving, diagnosis and troubleshooting skills
Ability to communicate technical issues in non-technical terms
Ability to work independently and within a team
Ability to prioritize and address multiple tasks in a dynamic work environment
Attention to detail
Additional Beneficial Skills
Familiar with ticketing systems is preferred but not necessary
Excellent team work skills.
Aptitude to learn new hardware & software quickly
At least 2 years of Customer relationship management
At least 2 years experience in providing remote technical support including connectivity of mobile devices.