About Job

CTC Undisclosed Job Location Canada Experience 0 - 3 yrs

Description

Executive Escalations Team is a group of diverse technical professionals who provide exceptional technical support with a white-glove level of service to SOTI customers. Their primary area of focus will be to assist SOTI customers in situations where the regular support channels have proven to be unsuccessful in resolving the customers issue. The team will also be tasked with assisting in customer retention and recovery. The Escalations Engineer will act as the sole point of contact for customers providing technical support and guidance while maintaining a high level of service and professionalism

Responsibilities

Defines the scope of business needs, performs analysis on product requirements, designs functional and technical functionalities, performs product configuration, unit testing, UAT and production deployment

Ability to understand customer's business needs, and/or opportunities in order to design a solution that is appropriate for the business,

Install and apply configuration, testing and integration within infrastructure for SOTIs strategic enterprise customers

Configure, test and troubleshoot product Installation, licensing, upgrade and migration issues

Integrate and implement SOTI platform within Intranet and Internet communication systems

Customer topology set up in labs to be used for research, problem reproduction and fix verification

Develop and test design prototypes before launch and distribution

Provide subject matter expert on the implementation, configuration and support of SOTI MobiControl solution to meet customer project deliverables

Work with key internal stakeholders across the organization to improve customer experience and develop mechanisms that support operational excellence

Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence

Analyze data trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues

Deliver customer impairment reports for relevant stakeholder

Train technical engineers on resolving complex troubleshooting cases

Qualifications (Knowledge, Skills, Abilities, Values)

Strong written and verbal communication skills as well as excellent listening skills

Eager to keep learning about new technologies and developments and be agile with changes to the platform and environment

Seeks appropriate input when making decisions, effectively uses cross-functional relationships to achieve results

Can work with minimal supervision, takes the initiative - acting to change the direction of events when it is in the best interest of the business and the customer

High levels of personal accountability, strong work ethic and value system, professional credibility well established with all stakeholders

Demonstrates a clear commitment towards respect for individual and is always willing to view a situation from different perspectives to arrive at the best decision

Requirements (Education, Certification, Training, and Experience)

Degree in Computer Information/Application Systems, Enterprise Computing, Information Technology or equivalent experience