Enterprise Technical Support Specialist [ Remote ]

Userful™ is a leading provider of software-defined AV over IP for advanced operations of mission-critical environments and core workflows, serving IT organizations worldwide. Userful’s unified software platform provides services and management through a complete suite of enterprise AV applications for comprehensive organizational and situational awareness, and readiness for modernized operations. Userful harnesses the same unified platform to provide global manageability through a single-pane-of-glass.

Userful’s solutions have won multiple awards, secured strategic global partnerships, and have been deployed in countless Fortune 500 and notable companies globally, including Audi, HP, Samsung, LG, Unilumin, Comcast, Coca-Cola, Wayfair, Ford, Dell, the Calgary Tower, and more!

The Opportunity

Userful is expanding our enterprise support team. This is a full-time position based in the Mumbai Metropolitan Region, India. Reporting to the Director of Customer Support, your mission is to :

Be the first point of contact for incoming support issues, focusing on customer experience and technical problem-solving.

Establish and develop a consistent, high level of networking expertise amongst the Userful Support Team.

Support our premium SLA requirements in our international markets around the world.

Maintain a high level of Linux expertise, along with troubleshooting and scripting experience.

Understand and demo new deployments for customers and Partners.

Train users and partners on how to use Userful products to their fullest potential.

Hours of work : 40 hours per week, Monday to Friday, with flexibility to cover the team as needed.

What You Will Be Doing

Provide timely and effective technical support to our enterprise clients via phone, email, live chat, and remote assistance.

Troubleshoot and resolve complex networking issues, including but not limited to routing, switching, and firewall configurations.

Collaborate with cross-functional teams to escalate and resolve customer issues promptly.

Demoing and training new customers and partners on our products and services.

Provide technical support for on-premise & AWS Cloud-connected customers.

Continuous improvement of the support knowledge base and accountability to key performance indicators (KPIs).

Successfully manage CRM tickets, Calls, and Documentation, and prioritize issues by severity. Respond within the SLA and in a professional manner.

Support services for Linux-related operating systems, including CentOS.

Minimum Qualifications

2+ years’ experience supporting IT computer networks.

Must be located in the  Mumbai Metropolitan Region , India

Proven experience in a technical support role, preferably in an enterprise environment.

Have an aspiration to pursue pre-sales deployment design and implementation.

Experience with current Linux Operating Systems, including but not limited to CentOS, RedHat.

Strong understanding of networking principles and protocols, including TCP / IP, DNS, DHCP, VLANs, and VPNs.

Excellent communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.

Experience with a support ticketing system / CRM.

A diploma or degree in computer science or an IT-related field.

Strong multi-tasking skills.

Ability to work independently and collaboratively in a fast-paced environment.

Our Commitment to Equal Opportunity and Diversity

Hiring decisions are based on qualifications, job requirements, and business needs. All applicants are considered regardless of race, religious beliefs, gender, gender expression, physical disability, mental disability, age, national origin, marital status, or sexual orientation. Accommodation for applicants with disabilities is also available on request during the recruitment process.

Userful has a Zero Tolerance policy and is opposed to all forms of harassment or retaliation, including sexual, racial, and ethnic or religious harassment, regardless of whether the harassment or retaliation occurs directly or indirectly.

We’re Looking Forward to Hearing from You!

If you’re customer-centric, and the prospect of collaborating in a dynamic team to provide world-class technical support intrigues you, then the Technical Support Specialist role with Userful could be the perfect opportunity for you!

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