Customer Support - Tier 2

Georgia  ‐ Onsite
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Keywords

Description

Responsibilities
  • Support Mobile Device Management (MDM) applications.
  • Troubleshoot MDM applications.
  • Administer MDM applications on behalf of the customer.
  • Ticket Management (Open, Update, Track, Route, Close).
  • Troubleshoot Application Download Issues.
  • Troubleshoot Device - Application Configuration issues.
  • Troubleshoot Device Enrollment Issues.
  • Troubleshoot Device - Server Inter-networking.
  • Troubleshoot MDM Platform Availability Issues
  • Serves as second level of escalation for problem resolution with customers
  • Direct, coordinate and provide the highest level of customer service and ensure customer satisfaction.
  • Provide Tier 2 help desk support to a variety of disciplines for resolution and follow up regarding inquiries relating to billing, ordering, provisioning or collection.
  • Resolve complex issues including repair, maintenance, billing, and or orders.
  • Proactively identify, communicate and resolve service affecting issues, technical support for product service resolution.
  • Recognize and recommend operational improvement.
  • May act as a SME by sharing best practices.
SKILLS

Required Certification: MCSE.
Need to have experience with supporting business clients and experience supporting 24x7 either on-call or shift work.
Education: Typically a high school diploma or equivalent. AA or BS in Computer Science, a related field or equivalent experience preferred.
Must have Word, Excel, and PowerPoint skills. Enterprise Customer Support Experience and 24x7 support experience needed. Must have good problem analysis and resolution skills, with the ability to work in a fast-paced environment. Ability to work in a team is key. environment

Synectics is an Equal Opportunity Employer.
Start date
n.a
From
Synectics
Published at
30.06.2013
Project ID:
559440
Contract type
Freelance
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