Customer Support Analyst

At Eseye we empower businesses to embrace IoT without limits.

IoT technology is transforming our world! Our pioneering technology allows businesses to overcome the complexity of IoT deployment and develop, deploy and manage IoT projects without the fear of getting it wrong. We guide them every step of the way. Supported by our unique AnyNet Secure® SIM technology, Connectivity Management Platform and a powerful partner ecosystem,

we help more than 2,000 customers globally to seamlessly connect devices across 190 countries, agnostic to over 700 available global networks.

With substantial growth happening at Eseye, we require a few experienced customer support engineers capable of performing detailed analysis and provide a customer centric interface, whilst owning reported incidents and advocating on the customers behalf whilst escalating.

A key part of this role is facilitating swift resolutions using well defined processes and identifying complex problems for escalation in order to minimize and circumvent customer business outage. The role is based in our Noida office, reporting to the India Team Manager and Global Service Desk Manager based in the UK.

Key responsibilities :

Take ownership of incidents reported from Customers at our service desk interfaces & deliver on agreed SLA’s.

Provide a level of triage based on defined procedures and technical escalation for incidents reported from Eseye Customers through our service desk interfaces.

Work with the service deployment and customer success teams to ensure a positive customer experience through to resolution of customer incidents.

Responsible for escalation of incidents & managing through to colleagues in technical teams.

Ensuring work is carried out in compliance with Information Security Management System (ISO27001).

Responsible for maintaining an appropriate knowledge base, that documents customer requirements to drive customer experience and relations across the global team.

Responsible for the monitoring of automated alerts and the escalation of these to appropriate systems an operations teams (including out of hours on-call teams)

Essential Skills

Around One year of experience in a Service Desk field (Preferably in Desktop support)

Basic understanding of GSM, GPRS, LTE and SIMs.

Handling incoming queries and help requests from end users, either via email or over the phone.

Monitoring alerts on Nagios and raising critical alerts with on call support.

Maintaining SLAs of tickets and prioritizing critical tickets in the queue.

Managing High priority tickets and escalating with proper team for quick resolution.

Apply skills to resolve all GSM / LTE related trouble tickets at the service desk before referring to Level 2 team.

Ensure timely resolution or escalation of incidents and prompt communication on progress to end-users.

To provide triage as appropriate, ensuring incidents are resolved as quickly as possible or relevant information is captured and basic remedial action is completed.

Excellent written & verbal communication skills, with ability to articulate complex matters.

Strong user experience with key applications within the Microsoft Office suite especially excel.

The ability to identify problems, escalate complex situations and most importantly, a desire to deliver a high level of customer service.