VNSURE BUSINESS SOLUTIONS PRIVATE LIMITED ยท 19 hours ago
Technical support/Customer Support
Madison, WI
Full-time
Onsite
Senior Level
5+ years expVNSURE BUSINESS SOLUTIONS PRIVATE LIMITED is seeking a Technical Support/Customer Support Technician III to provide multi-tiered support for customer-facing applications and services. The role requires strong technical knowledge, problem-solving skills, and excellent communication abilities to assist customers effectively.
ConsultingHuman ResourcesStaffing Agency
Responsibilities
Serve as a point of contact for customers seeking multi-tier technical assistance over the phone, through email, or through the ticketing system
Perform remote support as required to resolve the customer's request
Manage support tickets in a timely manner, documenting all related work and providing status updates
Develop and modify knowledge base articles that are related to provided solutions
Collaborate with technical teams to plan, install, maintain, and recover network, server, and other infrastructure equipment in DA offices and the data center
Monitor and resolve network and systems connectivity, performance, and security issues to improve reliability and compliance
Develop and maintain diagrams, procedures, and documentation for the proper use and support of DA office infrastructure
Implement infrastructure performance and security improvements based on customer feedback
Collaborate with team members to audit system security to maintain regulatory and policy compliance
Establish and maintain effective working relationships with team, customers, vendors and all others using principles of excellent customer service
Qualification
Required
At least 5 to 7 years of experience in a customer-facing, multi-tier, technology support role
Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications
Experience resolving tickets on first call and when required, following established escalation practices
Experience with remote support technology tools (screen sharing, voice, chat, etc.)
Experience providing diagnosis, problem resolution, and support for enterprise applications and systems
Experience establishing and building support workflows and diagrams based on team and customer requirements
Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers
Experience supporting computers, printers, networks, servers, and equipment in security compliant data centers and offices
Experience with security frameworks and their application to networked environments
Experience developing and maintaining a service calendar
Experience in non-prime shift, on-call technical support as needed
Strong interpersonal skills and the ability to work with limited supervision in professional office settings as well as virtually on a team
The ability to meet and maintain the State of Wisconsin's fleet car rental requirements
Strong written and oral communication skills
Ability to lift 50lbs
Experience in project management and its associated practices
Experience with inventory management and planning cycles
Experience with vendor management with ordering and warranty support
Preferred
Experience working on project-based teams that follow Agile methodologies
Experience with or knowledge of legacy and modern technologies, enterprise-level system design, automation, planning, deployment, security, and administration, system performance monitoring, user directories, virtualization, and network communications
Company
VNSURE BUSINESS SOLUTIONS PRIVATE LIMITED
VNSURE BUSINESS SOLUTIONS PRIVATE LIMITED is a company based out of OLD NO:47, NEW NO:130, GREAMS ROAD, THOUSAND LIGHTS, CHENNAI, Tamil Nadu, India.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase