Make every customer interaction a satisfying experience through a professional, outgoing and personable attitude
Resolve customer requests, questions and complaints effectively, frequently requiring analysis of situations to determine best use of online or technical support resources
Serve as liaison between the customer and the Technical Support team, escalating cases not within own skillsets up the support chain in a timely and effective manner
Ensures that all relevant communication, documentation and files related to the case are accurately recorded in the support system
Provide timely & accurate status updates to customers and relevant internal stakeholders
Represent expectations, intentions, and attitudes of customers and co-workers accurately
Continuous effort to acquire and maintain good knowledge of Milestones products as well as Support procedures, practices, and policies
Assist in ensuring that delivered solutions are documented in Case Management System and as knowledge base articles to help make the team successful.
Ensures that observed patterns of customer pain-points are highlighted to manager
Informs customers of the appropriate support options that best fit the customer's needs
Professional Qualifications:
Must exhibit excellent English language communication skills, both in written and oral form
Must be able to speak & understand National Language (Hindi)
Preferably able to understand and converse in Tamil, Telugu and Malayalam
3-5 years relevant work experience providing technical support for external clients
Experience with remote troubleshooting
Experience providing multichannel support, confident in providing support over the phone, email, chat, and in public forums
Is familiar with established troubleshooting methodologies for problem solving
Is confident of own capabilities and believes that persistence and hard work yield results
Is open minded & shares information with others
Gives and receives constructive feedback to strive for continuous self-improvement
Able to deal with conflicts in a constructive manner and can recover from dissatisfied-customer situations
Conducts self with confidence and professionalism when speaking with all staff from immediate peers to executive management
Bachelor/Diploma Degree in Electronics/Computer Science Engineering or Equivalent.
Industry Certification(s) such as Microsoft MTA, CompTIA Network+ / Security + /Server +, CCNA may be accepted in lieu of university degree
Must be familiar with Security and Surveillance Industry
Experience in Milestone VMS will be an added advantage
Personal Skills:
Ability to identify patterns relationships among related technologies
Ability to break down complex technology concepts into simpler terms, and articulate them in a manner that is easy to understand to an unfamiliar person
Ability to approach problems in a holistic manner, considering impact and risk to all involved stakeholders, when proposing a solution
Experience with Windows Server 2012/2016/2019/2022 operating systems, including identification of performance bottlenecks and general knowledge of system architecture, such as running services and processes.
Experience with IPv4 networking, including diagnosis of common errors such as connectivity errors or network congestion
Experience with Windows Clustering and Microsoft SQL Clustering, basics of Microsoft SQL Server including making backups and monitoring general database health checkups
Experience with enterprise-level data storage technologies including RAID, DAS, NAS, SAN, iSCSI, Fibre Channel
Experience with Networking technologies & components i.e. Switching, Routing, LAN, WAN, Wifi, etc..
