Provide technical support to customers via Phone, Chat, Email and onsite support
Support handling will be 24x7 and rotating shift is required
Diagnose faults and troubleshoot technical issues
Communicate complex technical concepts in layperson's terms
Managing and interpreting customer requirements - listening to clients and using astute questioning to understand, anticipate and exceed their needs
Coordinate with other Technical Support team members to escalate cases with unresolved issues to respective product vendor
Maintain a close-loop with the product vendor to identify and support new product solutions based on direct and indirect prospect feedback as well as security industry trends
Continuous Learning in IT industry, particularly new security products and solutions