Job Description:
6Simplex is a GIS software development company and is looking for Customer Technical Support to provide support and assistance to customers of a Cloud based GIS application.
Minimum 2+ years hands-on experience providing customer support for Server, Web and Mobile Applications. GIS experience would be a plus.
- BCA/MCA
- Bachelor’s degree in Computer Science or related disciplines (Computer Science/Studies or Software Engineering)
The right candidate for the position of Customer Technical Support at 6Simplex must have:
- Strong and proven ability to understand the software stack powering modern Cloud based applications.
- Strong and proven ability to install and uninstall software such as OS, Databases, App Servers, etc on Windows and Linux machines.
- Strong and proven ability to troubleshoot issues related to GIS software, GIS and Non-GIS Databases, Network, etc and perform cause analysis would be a Plus.
- The capacity to clearly explain a technical problem to a customer/colleague.
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Good understanding of computer systems, mobile devices and other tech products
- Familiarity with remote desktop applications and help desk software (eg. Zendesk)
- The ability to prioritize workload.
- Ability to provide step-by-step technical help, both written and verbal.
- Additional certification in Microsoft, Linux, Cisco or similar technologies would be a Plus.
- Motivation to be a self-directed team player who thrives in a frequently changing environment.
- A preference for a positive and healthy work environment.
- Willings and curiosity to learn new technology solutions, with the goal of leading Tech Support teams, as and when required by projects.
- Excellent problem-solving skills with the ability to diagnose and troubleshoot basic technical issues.
- The capacity to work well within a team.
At 6Simplex, a Customer Support Executive will be responsible for:
- Understanding the 6Simplex GIS Product platform and developing the ability to deploy and manage it.
- Interacting with end users in person, via phone or email on issues related to the GIS Product and maintaining jovial relationships with clients.
- Understanding issues faced by users in Web and Mobile apps and creating a Ticket for the Product QA team.
- Working with customers for deployment of Product and its various updates.
- Guiding end users in using new product features.
- Traveling to user locations.
- Researching and identifying solutions to software and hardware issues.
- Diagnosing and troubleshoot technical issues, including account setup and network configuration.
- Asking customers targeted questions to quickly understand the root of the problem.
- Tracking computer system issues through to resolution, within agreed time limits.
- Properly escalating unresolved issues to appropriate internal teams (e.g. software developers).
- Providing prompt and accurate feedback to customers.
- Referring to internal database or external resources to provide accurate tech solutions
- Ensuring all issues are properly logged.
- Prioritizing and managing several open issues at one time.
- Following up with clients to ensure their IT systems are fully functional after troubleshooting.
- Preparing accurate and timely reports.
- Documenting technical knowledge in the form of notes and manuals.