Customer Support Specialist - MDM SaaS

Customer Support Specialist

Our client, a leading provider of Enterprise Mobile Device Management SaaS solutions is hiring a Customer Support Specialist for their NY-NJ regional support team. This person will be directly responsible for product technical support and customer satisfaction. Strong technical domain knowledge is essential, as well as extensive customer service experience with a wide variety of customers, including large enterprises and SMBs.

This role will initially be a Work-from-Home (WFH) position. There will be a requirement for periodic presence in the firm’s NYC office in the future, so candidates should live within one hour’s travel time from Midtown Manhattan.

No relocation assistance offered

No Visa assistance or sponsorship offered

No contractors, C2C or third-party firms, please.

Responsibilities

• Providing Level 3 technical support for the firm's Mobile Device Management (MDM) products.
• Respond in a timely manner (within documented SLA) to support Customer issues and Inquiries.
• Use strong technical and customer service skills to perform problem isolation, configuration and troubleshooting to customer satisfaction.
• Resolve problems independently and understand the correct escalation procedures.
• Documenting issues in the company’s knowledgebase
• Providing timely feedback into the development process on customer-reported product problems.

Typical issues including configuration, user/administrator training, product updates, integration with legacy applications and systems in the following domains:

• Device identification
• Device configuration
• Device activity tracking
• Remote security actions
• Data Security

Education, Experience and Skills Requirements

Bachelor's degree or higher in IT related area of study preferred, equivalent experience acceptable.

Exceptional customer support skills, including communications, emotional intelligence, active, and strong motivation to resolve user issues and drive customer satisfaction, and referrals. Please notice this requirement is listed above the technical requirements.

3-5+ years in a post-sales Customer-facing product support position is essential for success in this role. This can include customer success, customer support, technical support, and related titles.

Candidates with exceptional customer-facing skills AND direct experience as a systems administrator responsible for MDM, UEM, MAM, EMM platforms for an enterprise firm will also be considered.

Hands-on experience troubleshooting software administration and configuration issues.

Ability to diagnose and remediate complex technical issues while maintaining customer satisfaction.