Essential Duties:
Provide comprehensive technical support for IT and mobile products, specializing in the Knox product suite, including:
- Android Enterprise
- Knox Asset Intelligence
- Knox Authentication Manager
- Knox Capture
- Knox Configure
- Knox E-FOTA One
- Knox Guard
- Knox Manage
- Knox Mobile Enrollment
- Knox Platform for Enterprise
- Knox Remote Support
- Knox Service Plugin
- Provide Hardware support for Windows PCs and Chromebooks.
- Diagnose and resolve complex technical issues by independently identifying, troubleshooting, replicating, and analyzing root causes using data, logs, and testing results.
- Deliver multi-channel support via inbound/outbound telephony, web conferencing, email, and ticketing systems.
- Maintain end-to-end ownership of all assigned cases, ensuring a seamless resolution process from initial contact to closure.
- Ensure meticulous documentation by logging and tracking all customer interactions and technical issues within the Knox Technical Support console.
- Drive operational efficiency by striving for first-call resolution (FCR) to minimize customer effort and ensure timely follow-ups on all pending inquiries.
- Manage customer experiences with professional composure, particularly when resolving inquiries from dissatisfied clients to ensure a positive outcome.
- Act as a primary communication link, informing customers directly regarding bug fixes, new feature enhancements, and general product updates.
- Serve as the primary interface between enterprise customers and internal technical teams.
- Execute escalation protocols by routing complex technical problems to Level 3 (L3) advanced support teams according to defined procedures.
- Contribute to product improvement by reporting hardware, application, or documentation enhancement requests to the relevant internal stakeholders.
- Provide technical support and troubleshooting for the following Knox Products:
Requirements
- An associate technical degree preferred with 2 years of technical support experience is required.
- Prior experience in a telecommunications environment, with a specific focus on mobile device services and support (smartphones and tablets), is preferred.
Necessary Skills / Attributes
- Knowledge and experience with MDMs/EMMs is preferred (Knox Manage, SOTI, Blackberry, AirWatch, MobileIron, MaaS360, or MS Intune)
- Understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365).
- Understanding of mobile platforms, device manufacturers, mobile browsers, and device management.
- Understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC)
- Understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN)
- Understanding of emerging technologies, standards, and best practices for mobile development.
- Thorough knowledge and experience in different mobile development platforms including (Blackberry, iOS, Android, et al).
- Strong analytical, problem solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems.
- Understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues.
- Understanding of basic mobile email message flow.
- Must be comfortable working in stressful situations and navigating the organization effectively.
- Strong written, verbal and written communication skills.
