Posted:9 hours ago|
Platform:
Work from Office
Full Time
• Provide technical product support to customers, resellers, and partners
• Provide configuration help, troubleshooting and best practice advice to customers
• Manage cases in our customer support tools to ensure issues are assigned, tracked, escalated, and resolved within SLA targets
• Provide problem diagnosis and root cause analysis for technical issues
• Publish Knowledge Base articles for internal and customer audiences
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Participate in on-call support 24x7 rotation as assigned.
• Work towards the teams success—we win together
• Typically requires proven knowledge of Windows or Linux Server management experience
• Knowledge of Email systems and Networking experience in a technical support/help desk environment
• Proven understanding of email, TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, Linux, MySQL & Exchange
• Ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols
• Solid experience in problem analysis and resolution of software problems
• Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
• Ability to handle clients professionally during all interfaces
• Proven experience hosting WebEx or other remote hosting tools for customer troubleshooting sessions
• Strong written and verbal communication skills
• Candidates should be flexible working evening and weekend shifts
Vision Beyond Resources India
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