Technical Support Specialist, Level 1

TL;DR

Technical Support Specialist, Level 1 (MDM): Provide telephone and email-based post-sales technical support for mobile and IoT device management software with an accent on diagnosing issues, reproducing customer environments, and resolving queries. Focus on collaborating with internal stakeholders, updating customers on progress, and ensuring timely responses while improving customer experience.

Location: Mississauga, Canada (Hybrid)

Salary: $45,000–$55,000 annually

Company

Industry-leading provider of mobile and IoT device management solutions with a global reach and innovative culture.

What you will do

• Provide telephone and email-based post-sales technical support for software products
• Investigate customer-reported issues and collaborate with internal stakeholders to resolve them
• Proactively update customers on progress of outstanding queries
• Respond to customer requests timely while enhancing customer experience
• Diagnose and solve application queries related to MDM solutions
• Use various devices to reproduce customer environments for troubleshooting

Requirements

• Degree or Diploma in Computer Networking, IT, Computer Science or related field
• Solid understanding of OSI model, computer networking principles (Firewalls, Protocols, Subnetting)
• Knowledge of Windows 8.1, Windows Server 2008/2012, SQL, virtual servers
• Knowledge of mobile platforms (Android, iOS, Windows Mobile, Blackberry)
• 1-2 years relevant experience
• Outstanding verbal and written English communication skills
• Strong problem-solving, teamwork, planning, and organizational skills

Culture & Benefits

• Company culture emphasizing personal growth, continuous innovation, and fun
• Fast-paced environment with global reach and opportunities to work on complex projects
• Collaborative agile teams working with leading technologies and tech giant partners