Product Specialist 2

4 weeks ago

Plano, Texas, United States Aditi Consulting Full time
Job Summary:

As a Product Specialist 2 at Aditi Consulting, you will be responsible for providing technical support services to our enterprise customers. Your primary focus will be on providing issue management, status updates, and resolution to the customer. You will also provide escalation support for Knox Manage MDM and other mobility products. Your role will involve collaborating with customers, internal resources, and HQ to ensure delivery of corrective actions/root cause analysis.

Key Responsibilities:

Provide technical support and troubleshooting on mobile products.
Serve as the primary interface between customers, internal, and third-party escalation teams.
Investigate issues involving Knox Manage MDM, IT Networks, Mail Systems, and other 3rd party products.
Review data, logs, and testing results to identify root cause.
Evaluate issues from multiple angles and develop corrective actions while driving issues to resolution within required SLAs.
Provide troubleshooting over the phone, via web conferencing, or ticketing system.
Log and track all issues in the company ticketing system.
Engage and escalate to other advanced technical support teams when necessary.

Requirements:

High School diploma or Associate Technical degree preferred.
One year of technical support experience required.
Prior experience in a telecommunications environment, with a focus on mobile device services and support, is preferred.

Compensation and Benefits:

The pay rate range for this position is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this role. Compensation may vary based on several factors, including but not limited to, a candidate's qualifications, skills, competencies, experience, location, and end-client requirements. Medical, dental, vision, PTO benefits, and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.

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