Customer Service Agent (Mobile Device Management - MDM)

Responsibilities

• Provide comprehensive technical support for IT and mobile products, specializing in the Knox product suite, including: Android Enterprise, Knox Asset Intelligence, Knox Authentication Manager, Knox Capture, Knox Configure, Knox E-FOTA One, Knox Guard, Knox Manage, Knox Mobile Enrollment, Knox Platform for Enterprise, Knox Remote Support, Knox Service Plugin.
• Provide hardware support for Windows PCs and Chromebooks.
• Diagnose and resolve complex technical issues by independently identifying, troubleshooting, replicating, and analyzing root causes using data, logs, and testing results.
• Deliver multi-channel support via inbound/outbound telephony, web conferencing, email, and ticketing systems.
• Maintain end-to-end ownership of all assigned cases, ensuring a seamless resolution process from initial contact to closure.
• Ensure meticulous documentation by logging and tracking all customer interactions and technical issues within the Knox Technical Support console.
• Drive operational efficiency by striving for first-call resolution (FCR) to minimize customer effort and ensure timely follow-ups on all pending inquiries.
• Manage customer experiences with professional composure, particularly when resolving inquiries from dissatisfied clients to ensure a positive outcome.
• Act as a primary communication link, informing customers directly regarding bug fixes, new feature enhancements, and general product updates.
• Serve as the primary interface between enterprise customers and internal technical teams.
• Execute escalation protocols by routing complex technical problems to Level 3 (L3) advanced support teams according to defined procedures.
• Contribute to product improvement by reporting hardware, application, or documentation enhancement requests to the relevant internal stakeholders.

Requirements

• Knowledge and experience with MDMs/EMMs is preferred (Knox Manage, SOTI, Blackberry, AirWatch, MobileIron, MaaS360, or MS Intune).
• Understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365).
• Understanding of mobile platforms, device manufacturers, mobile browsers, and device management.
• Understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC).
• Understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN).
• Understanding of emerging technologies, standards, and best practices for mobile development.
• Thorough knowledge and experience in different mobile development platforms including (Blackberry, iOS, Android, et al).
• Strong analytical, problem solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems.
• Understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues.
• Understanding of basic mobile email message flow.
• Must be comfortable working in stressful situations and navigating the organization effectively.
• Strong written, verbal and written communication skills.

Skills

• Minimum 1-2 years of technical support experience is required.
• Prior experience in a telecommunications environment, with specific focus on mobile device services and support (smartphones and tablets) is preferred.
• Knowledge and experience with MDMs/EMMs preferred (Knox Manage, SOTI, Blackberry, AirWatch, MobileIron, MaaS360, or MS Intune).