Technical Support

Technical Support

You will be responsible for the maintain software system and resolve issues of customers’ accounts or infrastructure. The success of Mobicule is in your hands as you support computer software integration by diagnosing and troubleshooting problems. You will have access to the new learning, tools and technology, and a limitless career path with the technology leader. Come to Mobicule and create an impact!

 Tech Support

 Quick Resolution

 Immediate Assistance

 Troubleshooting problems

 Customer Support

Troubleshooting problem resolution is the core of the Technical Support role. Provide Technical support and address Customer queries quickly to get it into root of their problem which is one of the core skills a Technical Support is expected to possess. Managing requirements both at the project level and stakeholder level are vital in fulfilling business needs.

 Monitoring system software

 Troubleshooting, diagnosis, resolution, and escalation

 Interaction with Customers

 Technical Knowledge.

 Ensuring Bugs are resolved within time bound and recorded in database.

Skills and Tools:

 Well versed with SQL and UNIX commands

 Good Communication & written English skills

 Ability to diagnose and troubleshoot basic technical issues

 Positive attitude towards learning new things

 Sense of ownership

 Excellent problem-solving skills.

 Excellent organisational skills.

 Up-to-date knowledge of the latest IT and software trends.

 Strong Multitasking skills

 Exposure of Windows/Linux/Oracle database system server

environments.

Job Responsibilty:

 Taking ownership of customer issues reported and seeing

problems through to resolution.

 Researching, diagnosing, troubleshooting and identifying

solutions to resolve system issues.

 Following standard procedures for proper escalation of

unresolved issues to the appropriate internal teams.

 Ask customers targeted questions to quickly understand the

root of the problem.

 Track computer system issues through to resolution, within

agreed time limits.

 Talk clients through a series of actions, either via phone,

email or chat, until they’ve solved a technical issue.

 Properly escalate unresolved issues to appropriate internal

teams (e.g. software developers).

 Provide prompt and accurate feedback to customers.

 Ensure all issues are properly logged.

 Prioritize and manage several open issues at one time

 Follow up with clients to ensure their IT systems are fully

functional after troubleshooting

 Prepare accurate and timely reports

 Document technical knowledge in the form of notes and

manuals.

 Growing Company: Mobicule is leader in sales force

automation via mobile devices. Innovative technologies and

aspirants.

 Move between Roles: We believe that change leads to

growth and therefore we allow our employees to shift careers

and move to different roles and functions within the

organization

 Get an Exposure: You get to work and deal with our valued

customers.

 Create an Impact: Mobicule gives you the environment to

create an impact on the product and transform your ideas into

reality.

Desired Requirement:

 Proven work experience as a Technical Support Engineer or

similar role.

 Bachelor in Computer Science or equivalent degree.

 Work in shift & roster (365x7 environments).