PMD

Duties
Must be client-focused with ability to provide white-glove treatment to our clients.
Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.
Address client requests and issues via phone or email.
Provide world class quality of service to our clients throughout the resolution process.
Engage engineering teams and product owners to assist with troubleshooting as needed.
Perform cradle to grave ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.
Confidential Last Updated January 2016
Demonstrate excellent ticket hygiene by selecting appropriate product categories keeping detailed ticket notes managing ticket backlog etc.
Maintain effective documentation by regularly reviewing and updating knowledgebase content.
Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
Be willing to learn and develop subject matter expertise in the systems and products we support such as Messaging (Exchange etc.) Zoom SharePoint Mac Unix Voice Mobile and others.
Skills
High school diploma required.
ii. Minimum two years of experience working in the technical support field in an enterprise environment preferably with phone support experience.
iii. Solid technical knowledge troubleshooting skills and support experience with the following:
Microsoft Windows platform (Windows 7 10)
Zoom
Networking LAN WAN corporate enterprise domain infrastructure environment
Windows desktop and server operating system
Microsoft Active Directory
Microsoft Outlook
iv. Good understanding of the Microsoft Office products such as Word Excel and Power Point.
v. Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
vi. Ability to perform Mobile OS (iOS/Android) application troubleshooting.
vii. Team player mentality collaborative self-learner and self-motivated.
viii. Good understanding of English and good communication skills are a must.
ix. Strong customer service skills and focus on ownership throughout the resolution process.
x. Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
xi. For our Asia language support team hours of operation would match with region of support based on language spoken.