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  • Posted: Aug 6, 2020
    Deadline: Not specified
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    At Mobile Guardian, we believe that what matters most in schools, is teachers. That’s why our MDM platform has been purpose built specifically for education. Over the past 6 years the Mobile Guardian team, led by Patrick Lawson , has been focused on using technology to create safe, collaborative and consistent learning environments in schools and exte...
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    Technical Support Agent

    Job Description

    To accomplish the high level of quality and functionality that Mobile Guardian requires, we are looking for a Technical Support Specialists to engage with our customers.

    To (first) analyse and interpret the context of their query(s) and (second) provide direction on how their query will be resolved. Investigating each application or environment query for validation of an issue, a problem, or needing clarification, or to escalate for data investigation.
    Helping our customers define the context of the issue, then narrow down the cause by continuously analysing the information available, and to find and analyse solutions (options). Making decisions on how the query should be resolved with minimal impact to the live customer processing environment.

    We are looking for an individual who will assist with Quality Assurance testing to increase your knowledge of the system and to ensure the quality of the software we deliver to customers. Most importantly, you will need to be passionate and extremely proud of the products we build.

    Your Key Responsibilities

    As part of the customer success team, you would be responsible for all support queries and ensuring that customers successfully purchase the Mobile Guardian software.

    • Take ownership of the support queue for both internal and external customers (including partners) ensuring that issues are addressed according to SLA’s.
    • Set up and maintain SLAs for response time and customer satisfaction.
    • Maintain the help desk / knowledge articles and support the Product Team with new How-tos and tutorials
    • Undertake and support software test related activities in support of the business requirements for the provision of new and updated systems to ensure appropriate test coverage.
    • Ensure you are aware of all new product features and improvements to provide insight on test-depended activities and QA.
    • Extraction of test requirements from high level business / functional specifications and workshops.
    • Logging and owning defects and customer issues which need to be resolved by the engineering team.

    Decisions You Will Be Expected To Make

    • Having enough information to solve the query.
    • Assign priority to query and escalate where needed.
    • Assess and communicate when you need assistance.
    • Logging of a critical software bug or enhancement.
    • Testing to ensure solution meets requirements
    • How to deliver negative messages without negatively impacting the customer.

    Must Haves

    • Have excellent communication skills – written and verbal.
    • Ability to identify and adapt to the client’s style of communication.
    • Ability to control the conversation.
    • Use Critical Thinking to think logically and rationally.
    • Use Process (Product) thinking to determine the query and the outcome needed.
    • Experience in setting up and maintaining automation testing environments an advantage.

     

    Method of Application

    Apply for the role

    If this sounds ideal, then email us with a note about yourself and why this role is perfect for you. Include as many links as you can, anything that helps us learn more about you. You can apply through LinkedIn, or send a note to careers@mobileguardian.com. 

  • Apply Now
  • Send your application

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