Level-I Technical Support and Services

Our client is seeking a Level-I Technical Support Specialist to join our Technical Services team. In this role, you will provide level-I hands on support to our internal and external customers to ensure Zero in-field downtime. Our client provides an end-to-end access control, workforce management and health screening solution using touchless biometrics. Our devices capture accurate data which is used to perform intelligent analytics and generate meaningful, user-friendly dashboards to help businesses of all sizes become more healthy, productive, and secure. We are looking for someone curious, driven, and passionate to join our team and help us continue innovating in the biometric security space.

Responsibilities:
Under the supervision of the Manager/Supervisor or Lead, Technical Services, the duties, and responsibilities of the Level-I Technical Support includes:
• Daily interactions with IXM Customers, qualify customer’s eligibility for support and document product issue.
• Educate Customers about IXM ticket flow and steps to problem resolution. Seek feedback and communicate through ranks for improvements that would result in delightful customer experience.
• Perform technical diagnostics and troubleshooting (desktop and remote) for product and systems issues.
• Ensure clear communication with internal and external customers, adherence to defined procedures, policies, and best practices.
• Achieve daily goals through ticket resolutions, RMA turnaround time and provide inputs to minimize device down-time
. • Perform testing of various products and software. Utilize test data along with device’s feature description details (FDDs) in developing best practices and knowledge sharing.
• Provide inputs towards implementing policies to ensure quality, timely and efficient design of customer-oriented services
. • Auditing customer accounts to ensure accuracy of information.
• Attend operations/production meetings with management and follow work schedules and other assignments.

Qualifications and Experience:
• Degree or University Degree, preferably in electronics or a related field • Minimum 2 – 3 years of experience in a supervisory role in Technical Support
• Excellent written and verbal communication skills
• Strong Customer Service background
• Ability to work independently
. • Project management skills
• Willingness and ability to quickly learn new technical skills
. • You have a splendid work ethic and housekeeping habits.
• You can prioritize work activities based upon fiscal impact to desired business goals.
• You are proficient with computer applications.
• Your attitude is positive: you are punctual, flexible, and adaptable.