Technical Support Specialist

3 weeks ago

india EMAPTA Full time
Job Description

Spark Your Career in Electronics Join Our Client’s Circuit of Innovation Today

For nearly 20 years, our client has been at the forefront of innovation in the security industry, revolutionizing access control solutions worldwide. With a commitment to excellence and cutting-edge technology, they have become a global market leader, providing seamless and intelligent electronic locking systems that redefine security, manageability, flexibility, and design. Our client is on a mission to enhance the daily lives of millions by offering smart access solutions that cater to a diverse range of industries and applications. From stand-alone solutions to cloud-based and mobile applications, their state-of-the-art systems provide unrivaled security and convenience, ensuring smoother, more comfortable, and secure daily experiences for users across the globe. Join the team today and start shaping the future of electronic access control, redefining security and convenience for a smarter, safer world.


Job Description

As a Technical Support Specialist , you will play a crucial role in providing exceptional support within the electronic access control/security industry. We are searching for a highly motivated individual who excels in this field or possesses related experience. While prior experience in managing finance and/or accounting teams or departments is essential, candidates should also demonstrate technical proficiency in security access control systems, basic system integrations, and the ability to solve complex issues.


Here’s an overview of your future role:  
Employment Type: Full-time 
Schedule: Day Shift, AU: 9am-6pm Sydney Time
Work Arrangement: Hybrid, Alabang (3 days in office, 2 days at home)
Perks: Day 1 HMO, Above-market salary, Global exposure
Elevate Your Role: Empowerment Through Electronic Excellence
  • Answering Calls and assisting installation partners over the phone
  • Providing required product information to Partners upon request.
  • Keeping up to date with new developments and known faults of the product range
  • Assisting partners remotely using Remote Desktop Connections
  • Investigating problems and deploying technicians to attend site to rectify.
  • Assisting with technical issues on site using a suite of SALTO provided administrative tools.
  • Working closely with an international team throughout different time zones

Key Duties for the Technical Support Specialist Oceania:

  • Over the Phone Technical Support – Providing customer service over the Phone
  • Technical Support Ticket Management – Managing incoming tickets and resolving them within the required time parameters.
  • Ongoing Learning and Development – Completing LMS based courses as well as attending online virtual product launches and updates.
  • Remote Support of locally based technicians – Support remotely Australian and New Zealand based technicians to attend site to rectify faults. This includes the procurement of quotations and deployment on site.
  • Any other duties as directed by the employer.

Requirements

Wired for Success: The Skills We Need to Power Up

  • Bachelor's degree in Information Technology or a related field; a Master's degree is a plus.
  • Proven 4-5 years of experience in a technical role, preferably in the same industry.
  • Proven experience as a hardware technician
  • Experience with root cause analysis and troubleshooting of electronic hardware devices/products.
  • Strong understanding of industry-related standards and topics, such as Information Protection, and Product Standards and Requirements.
  • Excellent stakeholder management skills with the ability to handle complex situations.
  • Ability to manage workload to adhere to performance parameters.
  • Previous experience with ticket management and phone systems.
  • Excellent communication and presentation skills, both written and verbal.
  • Creative thinking and problem-solving abilities.
  • Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
  • Strong attention to detail and organizational skills.
  • Proven ability to work collaboratively with cross-functional teams and stakeholders.
  • A strategic and creative thinker with the confidence and proven ability to effectively communicate and problem-solve with customers in need of technical support.
  • Able to undergo continuous self-driven training on the products and solutions released by SALTO Systems.
  • Proven ability to work independently as a member of a close-knit, international team, delivering strong personal results while empowering the local team to perform its duties.
  • Strong written and spoken English language skills, with demonstrable experience in delivering technical solutions to stakeholders experiencing problems with the product.
  • Ideally with exposure to the Electronic Locking or Access Control markets in one or more verticals; however, an Information Technology degree combined with successful experience in a product or manufacturing industry would be advantageous.
  • Strong MS Word, Excel, and PowerPoint skills are essential.
  • Previous exposure to Salesforce is advantageous.
  • Knowledge and experience in multiple access control systems, including integrated hardware.

Benefits

Electrifying Perks Await: Shockingly Good Benefits Package

  • Day 1 HMO coverage
  • Competitive Package
  • Hybrid work set-up
  • Prime office location
  • Day shift schedule
  • Standard government and Emapta benefits
  • Total of 20 annual leaves to be used on your own discretion
  • Fun engagement activities for employees
  • Mentorship and exposure to global leaders and teams
  • Upskilling through Emapta Academy
  • Career growth opportunities
  • Diverse and supportive work environment

Who are we?  

Discover a world of possibilities at Emapta , where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment. 

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us. 

#EmaptaExperience


Requirements
Wired for Success: The Skills We Need to Power Up Bachelor's degree in Information Technology or a related field; a Master's degree is a plus. Proven 4-5 years of experience in a technical role, preferably in the same industry. Strong understanding of industry-related standards and topics, such as Information Protection, and Product Standards and Requirements. Excellent stakeholder management skills with the ability to handle complex situations. Ability to manage workload to adhere to performance parameters. Previous experience with ticket management and phone systems. Excellent communication and presentation skills, both written and verbal. Creative thinking and problem-solving abilities. Ability to manage multiple tasks and meet deadlines in a fast-paced environment. Strong attention to detail and organizational skills. Proven ability to work collaboratively with cross-functional teams and stakeholders. A strategic and creative thinker with the confidence and proven ability to effectively communicate and problem-solve with customers in need of technical support. Able to undergo continuous self-driven training on the products and solutions released by SALTO Systems. Proven ability to work independently as a member of a close-knit, international team, delivering strong personal results while empowering the local team to perform its duties. Strong written and spoken English language skills, with demonstrable experience in delivering technical solutions to stakeholders experiencing problems with the product. Ideally with exposure to the Electronic Locking or Access Control markets in one or more verticals; however, an Information Technology degree combined with successful experience in a product or manufacturing industry would be advantageous. Strong MS Word, Excel, and PowerPoint skills are essential. Previous exposure to Salesforce is advantageous. Knowledge and experience in multiple access control systems, including integrated hardware.

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