Technical Support Specialist II

Job Description

What you will doProvide first and second level of technical support to users and administrators of Fire Detection over the phone and emailsAbility to take care of technical team and all projects they undertake, analyze briefs, write progress reports, identify risks, and develop work schedulesAccountable and should be able to build lasting relationships with team and clients/stakeholdersHow you will do itDuties and responsibilities

• Provide technical and application support via phone as per the queues and customer needs.
• Understand the issue reported and ensure accurate resolution to customers, backed with complete documentation.
• Develop skills on problem analysis and resolving technical issues using it as learning while troubleshooting support cases real-time, including the correct use of knowledgebase articles.
• Contributes to new procedures and updates as needed.
• Works closely with Level 2 engineers to communicate and duplicate customer issues (in lab) and solve complex problems to provide customers with all-in-one support and solution experience.
• Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meeting the SLA s and FCR (First Call Resolution) targets specified by the Sr. Manager.

What we look forRequired

• B.E / B. Tech
• Technical Customer Support experience from 2-6 years in troubleshooting; relevant exposure and experience in software applications (Android & iOS), building management systems, access control systems, enterprise & building system integrations, APIs, BACnet, HTTPS, server-based offerings, and calendaring systems (i.e., Outlook, etc.) is desirable.
• Voice and phone support experience is a must (especially North American region)
• Electronic background would be an add on skill

Knowledge, Skills and abilities requiredExcellent verbal and written communication skills (email writing skills)

• Good overall knowledge of related software offerings
• Basic level of proficiency in Microsoft Office Excel and Outlook
• Strong customer service know-how
• Good interpersonal and problem-solving skills
• Ability to work independently and / or in a team environment
• Ability to work in shifts: all time zone in US (primarily 5.30pm to 2.30am IST.)

, What you will doProvide first and second level of technical support to users and administrators of Fire Detection over the phone and emailsAbility to take care of technical team and all projects they undertake, analyze briefs, write progress reports, identify risks, and develop work schedulesAccountable and should be able to build lasting relationships with team and clients/stakeholdersHow you will do itDuties and responsibilities

• Provide technical and application support via phone as per the queues and customer needs.
• Understand the issue reported and ensure accurate resolution to customers, backed with complete documentation.
• Develop skills on problem analysis and resolving technical issues using it as learning while troubleshooting support cases real-time, including the correct use of knowledgebase articles.
• Contributes to new procedures and updates as needed.
• Works closely with Level 2 engineers to communicate and duplicate customer issues (in lab) and solve complex problems to provide customers with all-in-one support and solution experience.
• Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meeting the SLA s and FCR (First Call Resolution) targets specified by the Sr. Manager.

What we look forRequired

• B.E / B. Tech
• Technical Customer Support experience from 2-6 years in troubleshooting; relevant exposure and experience in software applications (Android & iOS), building management systems, access control systems, enterprise & building system integrations, APIs, BACnet, HTTPS, server-based offerings, and calendaring systems (i.e., Outlook, etc.) is desirable.
• Voice and phone support experience is a must (especially North American region)
• Electronic background would be an add on skill

Knowledge, Skills and abilities requiredExcellent verbal and written communication skills (email writing skills)

• Good overall knowledge of related software offerings
• Basic level of proficiency in Microsoft Office Excel and Outlook
• Strong customer service know-how
• Good interpersonal and problem-solving skills
• Ability to work independently and / or in a team environment
• Ability to work in shifts: all time zone in US (primarily 5.30pm to 2.30am IST.)

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Keyskills :
technical supporttroubleshootingcomputer hardwaredispatchmailbuilding management systemsaccess controlfire detectionproblem solvingcustomer servicecustomer support