Specific responsibilities include:
Responsible for providing advanced Tier 3 technical support services to our enterprise customers. Drive and lead the customer’s technical issue related to their mobile environment by providing in depth troubleshooting, extensive log analysis, review system interoperability, engineer workarounds, identify root cause and implement corrective action. Requires excellent customer service and communication skills to understand the issue for prompt problem solving and to provide regular status updates to ensure we meet SLAs. Serve as the lead SME for certain products and technologies. Review, support, and lead the team’s escalations that require additional engineering/R&D or 3rd party technical assistance. Provide detailed reporting on metrics, SLAs, escalations, client obligations, and other management reporting requirements. Follow through on customer commitments with the utmost professionalism, courtesy, and a clear sense of accountability. Collaborate with customers, internal resources, and 3rd parties to ensure delivery of services.
Support enterprise customers with day to day activities that include the following:
o Technical leader that provides advanced technical support and troubleshooting on mobile products.
o Direct communication with customers, advanced engineering and R&D resources, 3rd party technical teams to drive issue resolution to successful completion.
o Investigate complex, multi-faceted mobile issues that involve MDM/EMMs, enterprise networks, mail systems, enterprise applications, and other 3rd party solutions.
o Analyze data, logs, and testing results to help identify root cause. May require onsite technical resources to perform the troubleshooting and analysis.
o Evaluate issues from multiple angles; integrate data inputs to develop corrective actions while driving issues to resolution within the required SLAs.
o Provide advanced troubleshooting over the phone, via web conferencing, or in-person. Update ticketing system(s) with status updates.
o Provide regular activity reports, post mortem, and other ad hoc reports.
o Create and present technical decks to customers that include weekly status updates of their tickets, assist with Trial to Pay conversion programs, effective escalations to executive leadership, and business case justification to support technical approval of the escalation or new feature.
o Lead new projects that require technical support such as onboarding/integrating operations with 3rd party partners to ensure seamless end-to-end delivery of complex solutions, evaluating technical solutions and tools of potential partners, engineering system infrastructure enhancements to improve our delivery model.
o Drive improvements in operational capabilities, troubleshooting, knowledge sharing, and other customer service functions.
o Help drive new business by collaborating with the Business sales teams to ensure they understand the Tier 3 tech team’s capabilities, value, and deliverables. Includes participation on customer sales calls to scope out the technical requirements to properly solution the deal to a win.
Background & Competencies Required:
o Bachelor's Degree with 5-10 years of advanced technical support experience is required. Technical degree preferred.
o Prior experience in a telecommunications environment required, with specific focus on mobile device services and support (smartphones and tablets).
o Must be an A player, excellent team building, and a can do attitude. Technical leader who wants to continue advancing and learning new skills.
o This is a growth part of the business with a fast changing environment. Requires ability to handle high stress due to rapid adjustments.
o Critical thinker, independent, resourceful leader who can make sound technical and business decisions relevant to their authority level.
o Must be flexible to work 2nd and 3rd shifts.
Necessary Skills / Attributes
o Knowledge and experience with MDMs/EMMs is preferred (SOTI, Blackberry, AirWatch, MobileIron, Good Technology, KNOX)
o Strong foundation and understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/Lotus Notes/O365).
o Sound understanding of mobile platforms, device manufacturers, mobile browsers, and device management.
o Solid foundation and understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/GC)
o Strong foundation and understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN)
o Solid understanding of emerging technologies, standards, and best practices for mobile development.
o Thorough knowledge and experience in different mobile development platforms including device data retrieval processes (WM 10, BB, iOS, Android, et al).
o Strong analytical, problem solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems.
o Deep understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues.
o Solid understanding of mobile email message flow.
o Must be comfortable working in stressful situations and navigating
BTI Recruiting Team
801 E Campbell Rd. Suite 230, Richardson, Texas 75081, USA