Support Professional

Milestone Systems is looking for a Support Professional for India to serve our India market. This person must be highly responsible, self-motivate, tech savvy, and thrives in a technological environment and customer service oriented. If you are a believer in technology at its finest, then this is the place for you.

As a Milestone Employee, **YOU** are the key to our success. Come join our dynamic international team and be a part of our rapidly growing, successful business.

**Responsibilities**:

- Make every customer interaction a satisfying experience through a professional, outgoing and personable attitude
- Resolve customer requests, questions and complaints effectively, frequently requiring analysis of situations to determine best use of online or technical support resources
- Serve as liaison between the customer and the Technical Support team, escalating cases not within own skillsets up the support chain in a timely and effective manner
- Ensures that all relevant communication, documentation and files related to the case are accurately recorded in the support system
- Provide timely & accurate status updates to customers and relevant internal stakeholders
- Represent expectations, intentions, and attitudes of customers and co-workers accurately
- Continuous effort to acquire and maintain good knowledge of Milestone’s products as well as Support procedures, practices, and policies
- Assist in ensuring that delivered solutions are documented in Case Management System and as knowledge base articles to help make the team successful.
- Ensures that observed patterns of customer pain-points are highlighted to manager
- Informs customers of the appropriate support options that best fit the customer's needs

**Professional Qualifications**:

- Must exhibit excellent English language communication skills, both in written and oral form
- Must be able to speak & understand National Language (Hindi)
- 2-10 years relevant work experience providing technical support for external clients
- Experience with remote troubleshooting
- Is familiar with established troubleshooting methodologies for problem solving
- Is confident of own capabilities and believes that persistence and hard work yield results
- Is open minded & shares information with others
- Gives and receives constructive feedback to strive for continuous self-improvement
- Able to deal with conflicts in a constructive manner and can recover from dissatisfied-customer situations
- Conducts self with confidence and professionalism when speaking with all staff from immediate peers to executive management
- Bachelor/Diploma Degree in Electronics/Computer Science Engineering or Equivalent.
- Industry Certification(s) such as Microsoft MTA, CompTIA Network+ / Security + /Server +, CCNA may be accepted in lieu of university degree

**Personal Skills**:

- Ability to identify patterns relationships among related technologies
- Ability to break down complex technology concepts into simpler terms, and articulate them in a manner that is easy to understand to an unfamiliar person
- Ability to approach problems in a holistic manner, considering impact and risk to all involved stakeholders, when proposing a solution
- Experience with Windows Server 2008/2012/2016 operating systems, including identification of performance bottlenecks and general knowledge of system architecture, such as running services and processes.
- Experience with IPv4 networking, including diagnosis of common errors such as connectivity errors or network congestion
- Experience with Microsoft SQL Server, including making backups and monitoring general database health
- Experience with enterprise-level data storage technologies including RAID, NAS, SAN, iSCSI, Fibre Channel
- Experience with Networking technologies & components i.e. Switching, Routing, LAN, WAN etc..