Milestone Systems, Inc. Hiring for Support Professional at India Full Time

We offer an exciting and challenging job in the world’s leading VMS Company as well as the opportunity to shape a small but fast growing market in APAC. The Support Professional (SP) is typically a first point of contact with Milestone Partners and therefore has a key role in helping Milestone achieve its mission goal of excellent Customer / Partner satisfaction. The SP delivers responsive and reliable solutions to Milestone Partners through application of knowledge of Milestone organization, services and products.

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)

Preferably able to understand and converse in Tamil, Telugu and Malayalam

3-5 years relevant work experience providing technical support for external clients

Experience with remote troubleshooting

Experience providing multichannel support, confident in providing support over the phone, email, chat, and in public forums

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

Must be familiar with Security and Surveillance Industry

Experience in Milestone VMS will be an added advantage

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 2012/2016/2019/2022 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 Windows Clustering and Microsoft SQL Clustering, basics of Microsoft SQL Server including making backups and monitoring general database health checkups

Experience with enterprise-level data storage technologies including RAID, DAS, NAS, SAN, iSCSI, Fibre Channel

Experience with Networking technologies & components i.e. Switching, Routing, LAN, WAN, Wifi, etc..