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Monitoring Associate
Premier NXRMA Agent is responsible for ensuring customer satisfaction through effective troubleshooting and support. Collaborating with customers to resolve technical issues and maintain system performance.
About the role
Key responsibilities & impact- Diagnose and resolve technical issues reported by customers via email, phone calls, or support tickets
- Handle incoming customer inquiries and requests through email and phone calls in a professional manner
- Continuously monitor system performance and network conditions to proactively identify potential issues
- Prioritize, track, and manage support tickets in a timely and efficient manner
- Maintain detailed records of customer interactions, technical issues, and solutions provided
- Collaborate with cross-functional teams to escalate and resolve complex technical problems
- Participate in quality assurance activities to ensure the reliability and performance of products
- Adhere to company policies, procedures, and service-level agreements (SLAs) while delivering support services
- Learn new mobile device management and security tools and technologies
Requirements
What you’ll need- Bachelor's degree in a related field or equivalent work experience
- Previous experience in a technical support or customer service role is preferred
- Strong problem-solving skills with the ability to diagnose and resolve technical issues
- Excellent communication skills, both written and verbal
- Customer-centric mindset with a commitment to providing outstanding service
- Ability to work independently and as part of a team
- Knowledge of technical troubleshooting tools and methodologies
- Strong attention to detail and organizational skills
Benefits
Comp & perks- Market-competitive salary
- Career growth opportunities
- Learning & development programs
- On-the-job training
- Medical Coverage (IPD)
- Life Insurance
- Paid Leaves (Annual, Casual, Sick, Marriage, Maternity, Paternity, Hajj, Bereavement)
- Provident Fund
- Employee Old Age Benefits (EOBI)
- Employee engagement & wellness initiatives
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Technical Issue DiagnosisSupport Ticket ManagementSystem Performance MonitoringQuality Assurance ParticipationMobile Device Management Knowledge
Soft Skills
Attention to DetailOrganizational SkillsTeam CollaborationIndependent Work AbilityCustomer-Centric Mindset