Technical Support Representative
Milestone Technologies, Inc. - Mountain View, CA

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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.

Required Skills

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.

Interpersonal Skills

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

Required Experience

At least 2 years of Customer relationship management

At least 2 years experience in providing remote technical support including connectivity of mobile devices.