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    Technical Support Consultant - Delhi, India - ACDI - Access Control Devices, Inc.

    ACDI - Access Control Devices, Inc.
    ACDI - Access Control Devices, Inc. Delhi, India

    1 week ago

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    Description
    Job Description
    Technical Support Consultants I @ ACDI


    Here at ACDI, our Technical Support Consultants I (TSC I) help deliver support services to our clients that optimize business value from our core products at ACDI.

    The Technical Support Consultant I will be involved in post-sales support engagements to provide ongoing technical and customer support for our hardware/software products and therefore requires excellent communication and technical skills.


    This role is multi-faceted and the individual will be required to handle inbound technical problems, customer service issues, remote web-based support, internet chat support sessions, and end-user training.


    When the Technical Support Consultant I is not being utilized for support engagements, they will be involved in developing reports for current known issues, building their technical skills around our products and solution, or training other consultants in best practices and helping to create documentation or templates around current support offerings.

    Successful team members will support ACDI's mission, vision, and core values.

    ACDI's Technical Support Consultant I's Responsibilities:
    Must have a passion for customer service and ensuring that every customer interaction is a positive one.


    Provide post-sales technical support for our customer base consisting of both end-users and dealers using the following support medium: Phone, Email, Chat, etc.

    Quickly and accurately diagnose and resolve first line support issues

    Handle automatic support ticket queues and ensure quick and professional responses

    Ability to escalate issues to second line support when required

    Resolve questions regarding solutions, services, and training

    Provide creation/updating of training materials for end users and dealer technicians

    Ensure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reports

    Train key personnel and managers on software, hardware, and supporting workflow

    Work across multiple departments to ensure collaborative efforts and improvements are being implemented, documented, and shared

    Responsible for achieving and maintaining organizational requirements for ticket quality and time utilization

    Support a variety of application platforms and systems

    Document and utilize solutions through use of a knowledge base, white papers, training sessions and other available educational tools

    Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies

    Some after-hours and/or holiday work required

    Contribute to the team in a positive manner at all times

    Maintain a complete understanding of and adhere to all ACDI policies, procedures, and processes

    Maintain a positive organizational culture while upholding ACDI's mission, vision, and core values

    Experience & Education Requirements

    High School diploma, preferred Associates Degree, and a minimum of 1+ years of technical support experience or the equivalent combination of education and experience required

    Technical certificates obtained from A+, Network+, Security+ (at least one of the following or equivalent)

    Prior experience with administering any of the following will set you apart: Server, Network, and Database.

    Obtaining PaperCut Technical certificates is required within 90 days

    Must have a basic understanding of:

    Desktop Operating Systems :
    Windows, Mac OS or Linux


    Server OS:
    Windows or Linux


    Mobile Operating Systems:
    Chrome OS or Android or iOS

    Microsoft Office

    Networking including:
    DNS, DHCP, and troubleshooting connectivity between two end point devices

    Remote Desktop Support

    Installing and supporting Printers

    Experience in any of the following will set you apart:
    Print Management Software such as PaperCut


    Virtualization Technology:
    VMWare, HyperV, Citrix


    Scripting languages:
    Powershell, Batch, or Shell


    Programming Languages:
    JavaScript or Python


    Database:
    MS SQL, MySQL, Oracle

    Google Workspace

    Zoho Suite

    MDM Software such as:
    Intune, JAMF, Munki

    Experience exercising discretion and confidentiality with sensitive company or team information

    Excellent organizational skills with an ability to think proactively, anticipate upcoming needs, and prioritize work

    Physical Requirements

    Must be able to stand or sit for prolonged periods of time

    Must be able to lift 15 pounds

    Ability to travel and fly on a commercial airliner if needed

    May be required to furnish a passport or other identity documents for international travel

    Supervisory Responsibility

    This position has no supervisory responsibilities.

    Work Environment

    Moderate noise level, bullpen environment located at ACDI headquarters

    Fast-paced and extremely positive

    Employee may be required to furnish adequate internet services, mobile services and devices necessary to receive business communications on a continual basis

    Other Duties


    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

    Duties, responsibilities and activities may change at any time with or without notice.

    Requirements
    See full job description
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