Your mission
Are you someone who thrives in collaborative team environments, readily lending a hand with tasks that might fall beneath your primary skillset if it contributes to the overall team's success? At our organization, we hold the belief that our internal team members are our first customers, and you're passionate about instilling this ethos throughout the team.
Clear and effective communication is a cornerstone for you, regardless of the medium - whether it's spoken conversations, well-composed emails, concise texts, or detailed documentation. You're attuned to the power of processes and recognize the value of documenting, sharing, and training your peers in these procedures to ensure smooth operations.
Your approach is driven by a curiosity for innovation, particularly in leveraging technology to enhance both client capabilities and our internal workflows. You're always on the lookout for opportunities to bring about positive change through your inquisitive mindset.
Your affable nature shines as you find satisfaction in helping others harness the full potential of technology to improve their tasks, while your adeptness in managing client frustrations showcases your professionalism and tact.
Dedication defines you – going the extra mile to solve problems is second nature, even if it requires investing additional time beyond regular hours. Your commitment is a testament to your problem-solving prowess.
Your profile
Key Responsibilities
- Advanced Troubleshooting: Provide technical assistance to customers by diagnosing and resolving complex hardware, software, OS related, MS Office 365 and basic network issues. Investigate problems thoroughly, using available resources such as documentation, knowledge bases, and collaboration with other technical teams.
- Escalation Handling: Receive and manage escalated support cases from Level 1 support team. Assess the severity of the issues, prioritize accordingly, and work diligently to find solutions within the stipulated timelines.
- Customer Interaction: Communicate effectively with customers through various channels including phone, email, chat, and remote support tools. Provide clear and concise explanations of technical concepts, procedures, and resolutions to non-technical customers.
- Root Cause Analysis: Conduct detailed analysis of recurring or critical issues to identify underlying causes. Collaborate with product development and engineering teams to recommend and implement long-term solutions.
- Documentation: Document troubleshooting steps, issue resolutions, and customer interactions in a clear and organized manner. Contribute to the knowledge base and help create resources for support staff and customers.
- Collaboration: Collaborate with cross-functional teams such as NOC, L1 wherever needed and ensure a seamless customer experience.
- Technical Expertise: Stay updated on product updates, new technologies, and industry trends. Maintain and enhance technical skills through continuous learning and training.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
- Proven experience in a technical support role, preferably at Level 2 or higher.
- Strong understanding of hardware, software, operating systems, and basic networking.
- Proficiency in troubleshooting and resolving technical issues effectively.
- Excellent communication skills, both written and verbal, with the ability to convey complex technical concepts to non-technical customers.
- Familiarity with remote support tools and help desk software.
- Ability to work under pressure, manage multiple priorities, and meet deadlines.
- Strong problem-solving and analytical skills.
- Customer-focused attitude with a commitment to delivering exceptional support experiences.
Preferred Qualifications:
- Industry certifications such as CompTIA A+, Network+, or relevant vendor-specific certifications.
- Experience with CRM systems for case management and customer interaction tracking.
- Previous experience in a technical support or technology company.
- Knowledge of ITIL principles and best practices.
Why us?
Innovation
We love to drive innovation to help our customers stay ahead in a world of advancing technology. We accept feedback from our staff and customers to redefine our standards, we keep developing new products and features and we put ideas
into action.
Diversity
From the moment Dynamix was founded, we created a work environment that is welcoming to all. A place where we value each employee for their talents and personality, regardless of race, gender, age, disability, identity and sexual orientation.
Commitment
Dynamix has always had and continues to have a strong foundation of long-term relationships with their customers and partners because everything we do is dedicated to ensure and promote their success. We are determined and dedicated to finding solutions for our customers and partners that best achieve their goals.
Teamwork
We have several offices all around the globe and it is important to act and feel like on big team. With different cultural backgrounds we believe that our different perspectives and collaborative efforts help us to succeed every day.
Quality
Quality is one of our top priorities as we need to keep up with the constantly changing technology sector. We take pride in delivering the best-in-class products and services to ensure growth, the future of our employees and happy customers
About us
We are a team of seasoned engineers, strategists, and business rock stars who excel in solving complex puzzles. With over a decade of experience in the IT industry, we have been producing and designing innovative full-stack technology services and communication solutions that help companies achieve their goals.
Our global presence spans across multiple countries, including The United States, India, The Philippines, and the Netherlands. We have successfully provided our services in over 55 countries, delivering exceptional solutions that are as smart as they are effective.
We understand the value of technology and how it can transform businesses. That’s why we work closely with our customers to understand their unique needs and deliver tailor-made solutions that exceed expectations.
