Make every Customer/Partner experience a satisfying experience
As a Support Professional you have a key role in helping Milestone to achieve its mission goal of delivering great customer and partner experience.
The Support Team must demonstrate an in-depth understanding of the features, technical proficiency, and excellent customer-facing skillsets Milestone Technical Support users its core technical competencies, and an excellent knowledge of Milestone Software and supporting applications to deliver responsive and reliable solutions.
As part of an international team, you will operate in a fast-paced dynamic environment united in one common passion – to be the best. With the challenges you will face in this exciting role, there will be plenty of opportunities to grow both personally and professionally.
As a Support Professional you will be part of our Frontline Team based at Dubai, UAE. Responding on emails, license chats, phone calls and cases assigned to you, you will be the main support contact for all general inquiries, as well as technical cases.
Your responsibilities
Make every customer interaction a satisfying experience through a professional, outgoing, and personable attitude.
Resolve technical issues by applying advanced troubleshooting techniques and analysis.
Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system.
Create and maintain a variety of self-help resources (KBs, how-to guides), monitor community forums.
First point of contact for basic/simple customer-facing issues, normally handled by the Partner.
Serve as liaison between the customer and the Technical Support team, escalating cases not within own skillsets up the support chain in a timely, and effective manner.
Provide timely and accurate status updates to customers, and relevant internal stakeholders.
Represent expectations, intentions, and attitudes of customers and co-workers accurately.
Continuous effort to acquire and maintain good knowledge of Milestone’s products as well as Support´s procedures, practices, and policies.
Professional qualifications
Bachelor's degree in Computer Science, Electronic Engineering, or equivalent experience.
Excellent English written and oral communication skills
Experience providing multichannel support, confident in providing support on the phone, and in public forums.
Experience with PC hardware and software installation, configuration, and troubleshooting.
2-3 Years of experience with Video Management Systems or Security industry preferred.
Knowledge of Microsoft AD user/group authentication
Knowledge of Wireshark (or equivalent tool)
Experience with Microsoft SQL Server, writing queries to fetch the data & resolve if any issue related to SQL, including making backups and monitoring general database health
Experience with enterprise-level data storage technologies including RAID, NAS, SAN, iSCSI, Fibre Channel
Good technical understanding and practical experience with Microsoft Windows Server operating systems
Knowledge on Networking Principles i.e., Switching, Routing, LAN, WAN etc.
Personal skills
Able to deal with conflicts in a constructive manner, and able to recover from dissatisfied-customer situations.
Must possess the ability to work independently with minimal supervision.
Ability to build and maintain effective relationships remotely and across teams.
Has good analytical problem-solving capabilities.
Open minded and able to share information with others in the Support team.
Collaborate effectively within the team.
Demonstrate an ability to take on increasingly challenging assignments with a 'can do' attitude and expecting a positive outcome.
Application and contact
To apply for this position, click the Apply button and follow the steps, keeping relevant documents like CV, certifications etc. handy. If you have any questions about the position, please contact Ashwin Ravikumar, Senior Technical Account Manager, at +971 4 559 2710.
About Milestone
When joining Milestone, you will become part of one the world’s leading providers of video management software in and beyond security. Since starting up in Denmark in 1998 our team has grown to include +1,000 employees based in more than 25 countries. Today, our solutions are used in 500,000+ installations worldwide – with many more to come.
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