Roambee - L1 Support Analyst - Technical Support (1-3 yrs) (Roambee)

Technical Support Analyst - Level L1

- Are you looking to put your administrative and business acumen to work at a fast-growing company? Willing to roll up your sleeves, jump in, and create results working alongside a seasoned, dedicated group of entrepreneurs? Roambee Corporation is revolutionizing the way shipments and assets get monitored around the world in real time. By providing an easy, trusted, on-demand service, we create new opportunities for people to unlock efficiencies, gain more security, achieve improved levels of collaboration, and receive actionable information for supply chain monitoring.

- With 200+ customers in over 15 countries, and offices in the United States, India, Germany, Mexico, Brazil, Dubai, and South Africa, we work with our customers to ensure they have a new degree of control of their shipments than ever thought possible. Roambee has entered several large strategic partnerships worldwide to further drive our vision and mission to reality.

- As technical service analyst you will be a member of Roambee's service operations team in Ahmedabad responsible for providing high-quality technical support for the Roambee products to customers, using incident tracking system. The job involves handling and resolving incidents, problems & complex technical and functional queries from customers.

Your Area of Responsibility :

- Work in 24- 7 monitoring control tower setup for service monitoring, event monitoring & response management. Work from home supported for the right candidate. Work from home for all team members during current COVID pandemic.

- Resolve software and technical queries for the customers efficiently and effectively.

- Constantly upgrade domain knowledge necessary to best handle customer software and technical inquiries.

- Meet end customer requirements maintaining defined response times & issue resolution

- Communicate with end customers & their Vendors or Logistics partners for event monitoring & MIS.

- Meet SLAs like response and resolution times by partnering with peers, L2 and L3 Support organizations

- Collaborate with technical support team members to properly manage customer inquiries and escalate when appropriate.

- Work as a team & partner with technical support members on strategic projects when needed

- Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.

- Run monitoring reports for usage, performance, and/or availability.

- Create customized reports using Roambee's Honeycomb platform or Excel

- Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

- Participate in internal & external customer calls.

- Active participation in team activities.

What We are Looking For :

- BCA MCA, Bachelor's Degree in ETC. Computer Science Engineering, or related technical discipline

- Having worked as Technical Support.

- Preferred - Telecom, ISP, Technical support /Customer support

- Knowledge about NOC, GSM, GPS, logistics or related fields will be having an edge

- Good analytical skills

- Passion to be a part of a successful and winning team

- Ability to multi-task in a dynamic environment

- Excellent ability to learn and articulate software-related and technical concepts

- Strong attention to detail when communicating with customers (verbal & written)

- Ability to empathize with customers and convey confidence

- Knowledge in working with MS office etc.

- Strong documentation skills

- Familiarity with Jira, Outlook, office 365 & Web applications

- Working knowledge of SQL, Java-related technologies will be an additional advantage

- Works in Shift (Morning Afternoon & Night shifts)

The position begins as soon as we find the right candidate. Compensation is negotiable and depends on experience and skill level. Our compensation consists of salary, performance bonus, and stock options.

Please note :

- This job is in Pune/Ahmedabad, Gujarat, India. The candidate must be authorized to legally work in the country.

- Recruitment agencies: We do not accept unsolicited agency resumes. Please do not forward resumes to this email, our company website email, or any other company location. We are not responsible for any fees related to unsolicited resumes.

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