Senior Technical Customer Support- Penang

Senior Technical Customer Support- Penang

Mindteck (India) Limited
5-10 years
Not Specified

Job Description

Job Description:
• Communicates complex technical solutions to customer using all channels; resolves issues for difficult customers
• Resolves escalated and complex technical issues
• Develops and improves processes and tools and contribute to platform development
• Prepares reports on effectiveness and efficiency of support center
• Resolves a diverse range of complex problems where analysis of data requires evaluation of a variety of moderately complex factors
• Maintains contact with vendors and internal technical team
• Builds relationships with business leaders, technology business partners and customer support technicians

Requirements:

• Bachelor's degree required
• 5+ years of experience or equivalent combination of education and experience as below
o have at least experience of Linux in work environment
o have at least experience using Apigee and Google Cloud Platform
o Experience work in shift rotation
o Experience in API troubleshooting
o Experience with MDM Tools such as SOTI, 42Gears, etc
• Demonstrates ability to articulate complex technical issues in simple to understand terms to both management and customers
• Demonstrates ability to support less experienced agents and serve as an escalation point
• Demonstrates leadership qualities
• Demonstrates strong customer service and communication skills

As software is becoming ubiquitous in every device we use, defects are no longer a problem to be managed. They have to be predicted and excised. At Mindteck, quality is beyond delivering error free software. We view our processes and methodologies as an inherent feature enabling us to exceed customer expectations. Quality is a way of life at Mindteck covering all processes, interactions and deliverables.

At Mindteck, we benchmark our quality processes against international standards like ISO and CMMI. We are ISO 9001:2000 and ISO 27001:2005 certified and an SEI CMMI level 5 Certified company. Besides these certifications, Mindteck is also ISO 13485:2003 certified to serve the Medical Electronics Industry.

Our quality policy states - 'We shall strive to satisfy our customers by consistently ensuring cost effective and timely delivery of high quality software solutions.'

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