Technical Support Officer (Mobile Industry) at Don Quester Consulting

Job Description

• Diagnose and troubleshoot internal (staff) and external (customer) technical issues related to the mobile devices and company applications such as Sentinel and Sentiflex.
• Follow up with staff and customers to ensure full functionality of mobile device or company applications after troubleshooting.
• Collaborate with the IT team to address all technical issues for the company.
• Respond actively to technical support tickets and customer inquiries about Relay and provide technical support through various communication channels, including phone, email, and chat until a resolution is reached.
• Ensure prompt and effective resolution of customer technical issues while maintaining a high level of customer satisfaction.
• Ensure strict adherence to company quality assurance standards and guidelines when providing technical support.
• Stay up-to-date with the latest mobile device products, services, and industry technical knowledge.
• Maintains compliance with industry standard operating procedures to ensure data security.
• Document and maintain detailed records of customer interactions, technical issues, and resolutions in a structured and organised manner to improve efficiency of future technical support.
• Document data about technical challenges and analyses for the OEM and other partners.

Qualification Requirements

• B.Sc. Degree in Computer Science or Technical related field with a minimum of 3 years work experience in the mobile industry.