Technical Support T3 - Support (29K All-in)
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As a Technical Support T3 you will find ways to improve the procedure at the micro level, or handle building user menus - data entry on PointOS admin portal ) Level (3) handle User Q/A for the product while on downtime. 
 

Job Scope: 

  1. Answering Incoming Support Calls, Emails, and Live Chats
  2. Troubleshooting Supported Hardware
  3. Troubleshooting PointOS Software
  4. Some Networking and Windows support required
  5. Remotely connecting with customers Windows© devices for technical support
  6. Ability to manipulate and apply SQL Commands
  7. Manipulating Databases to
  8. Restore and Repair
  9. Identify Problematic Records
  10. Reseed identities
  11. Test, Submit for Approval, and Apply SQL Scripts
  12. Investigate, Explain, and Apply solutions or report bugs on escalated support calls
  13. Diagnose Communication Errors between Supported Hardware and Software
  14. Manipulate Cloud Databases for Support of Platform Clients
  15. Portal Assistance
  16. Documenting case information
  17. Creating Support Procedures and Updating Current Proceedures
  18. Updating Knowledgebase on a new and existing support cases

Qualifications: 

  1. Vast understanding of Windows, Android and iOS operating systems. 
  2. Additionally we require an advanced level of experience with networking and database such as sql, mysql and sql-lite. 
  3. Command of english language
  4. Handle User Q/A for the product while on downtime.
  5. Can be trained- PointOS specific software usability - New software tools we use. Setting and achieving Customer success and Tech support KPI's. Creating of revenue opportunities while supporting users.
  6. Should have 3yrs+ at this level