Tier II Help Desk Professionals

 

Position:
Full-Time
Location: 
Remote Work
Start Date: 
ASAP
Nationality:
Any
No. of Positions:3

 

Windows Management Experts (WME) is looking for three open roles to fill up for the tier-2 help desk. These help desk professionals will be responsible to ensure a seamless customer-support service for our clients. These are the folks with the responsibility of handling technical upswings and advanced queries that are generally beyond the skill level of the tier-1 support representatives.

As end-user support professionals work directly with technology users, they must have decent communication skills, and the ability to calm them down and satisfy them under pressure.  

WME has an upcoming project for which we need 3 White Glove (End User) support professionals experienced in providing services for Mobile Devices & User Profile Updates. 

We have all the necessary documents and help guides to enable them to kick off their jobs straight away, but we have only about 8 weeks of end-user support services left in the contract. So we need 2 of them for only 8 weeks.

Coming back, a tier-2 support professional is expected to talk directly to customers explaining sophisticated details of the product to them, getting deeper into or resolving errors. We want that.

We take a few things really seriously here at WME, and one of them is surely building a best-in-class product and providing the best possible service to our clients. For this, the end-user representatives are expected to provide developers with their vital assessments and ideas so that they may innovate even more.

All in all, the coming end-user support resources at WME are expected to be able enough to provide a high-quality user experience to mobile users. They will be the ones who not only like fixing things up but also enjoy empowering users with the insights to do things for themselves in the future.

Yes, we are looking forward to hiring valuable assets.

Exclusive Experience Required:

  • 1 year of helpdesk experience
  • 6 months of outlook support
  • 6 months of apple and android support
  • Previous consulting project experience of at least 3 months

Skills/Qualifications:

  • Administration, maintenance, and debugging user problems for adverse event tracking, document management system, and reporting system.
  • Proficient with MS Outlook.
  • Positive attitude, high energy, and multitasking abilities.
  • Excellent problem-solving and technical skills.
  • Quick and accurate problem troubleshooting on both Android & Apple mobile devices.
  • Graceful mannerisms and ability to work calmly under pressure.
  • The ability to work full-time hours without losing your focus.
  • Ample understanding of technical English to understand software manuals and low-level details.
  • Sound psychological skills to satisfy end-users if their issue is still unresolved.
  • The ability to break down technical jargon and abstract details into simple consumable content for the end-users
  • The ability to facilitate end users by preempting their intent and rephrasing their problems in a more structured and understandable way.

Preferred Additional Qualification:

  • 1-3 years of experience in a technical role (technical sales, support, networking, etc.)
  • A Bachelor’s degree in Computer Science or any other related field, or equivalent experience.
  • Development experience at a SaaS company.
  • Experience in end-to-end App development with modern technologies (Python, Node JS, .NET, etc.) and using web APIs
  • Exclusive experience with mobile devices & user profile updating.

Responsibilities of an Exemplary Tier-2 End-User Support Provider:

  • He’ll be the first one to analyze and get hold of our products.
  • Provide excellent support to end users and developers & designers via outlook email.
  • Write codes and documentation snippets to help developers improve WMT services easily and quickly.
  • Coordinate and streamline new user access and establish systems supported by various groups.
  • Assume the lead role of a tech-savvy end-user problem solver in WMT consultations, webinars, and one-on-one demonstrations to educate teams on different features.
  • Empower WMT developers to build improvised solutions by providing process change suggestions on key user-side issues.
  • Stay in contact with WMT developers to gain deep insights into the WMT Apps framework.
  • Schedule calls with users if they need to troubleshoot a technical problem.
  • Gradual upskilling of the tier-1 support professionals by having repeated consultations with them.
  • To contribute to the system’s improvement, participate in client meetings when needed.
  • They might be required to purchase gadgets and related accessories for job purposes in a specified range of budget.
  • Strong work ethic and interpersonal skills.

Core Values:

  • Integrity (Doing What’s Right)
  • Inclusion (Encouraging Diversity)
  • Teamwork (Working Together)
  • Excellence (Being Your Best)
  • Accountability (Taking Personal Responsibility)

Disclaimer:

All qualified applicants will receive due consideration for employment without any regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

 

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