Job highlights

- It will require on call shift schedules to support the team in achieving global coverage
- . Coordinating work in multiple time zones and countries with potential of changing own schedule as needed. Must be adept at working with various cultures
- The requirements listed below are representative of the knowledge,skill and / or ability required

As an integral part of RFID4U support team, this role is responsible for providing application and technical support to end users over a variety of issues on primarily our industry leading TagMatiks application suite. This role will also help with training and documentation of these tools to internal stakeholders. This role will require working with various multi-national groups and time zones. This is a leadership position with additional support personal working together to meet these objectives. It will require on call shift schedules to support the team in achieving global coverage .

Job Responsibilities

Managing, leading, and overseeing the TagMatiks Gurgaon Support team. - Responsible for the overall support process, adherence, communication, and quality of the group. Provide support group metrics, status, and escalation as needed. - Responding to telephone calls, email, web meeting and other requests for application or technical support.

- Solving requests directly or performing triage of requests to determine the nature of the issue.
- Tracking and monitoring the request to ensure a timely resolution.
- Conducting follow-up activities with end-users in the form of emails, web meeting messages and/or phone calls to close out requests.
- Utilizing ticketing systems available to log issues and track them until resolution; effectively closing tickets.




- Distinguishing between application and hardware problems or RF Physics limitations.
- Supporting TagMatiks end users in the form of verbal instructions and/or live demonstrations (Perform individual or group trainings if needed).
- Resolving problems, duplicating end user issues, troubleshooting, and escalating problems as needed.
- Interacting with people on all levels of the organization domestically and internationally.
- Troubleshooting complex problems and providing suggested solutions Identifying and requesting appropriate information/documentation from end-users to resolve requests.
- Differentiating between support requests and requests for current functionality and handling appropriately.
- Developing and maintaining a detailed knowledgebase of the application issues and resolutions.
- Occasional application testing prior to release or for issue validation.
- Bringing the end-user perspective and contributing to the application vision of our internally grown application suite.
- Providing a heartbeat perspective on the end-users and how they are using our applications.
- Attain and provide an expert knowledge level of our application suite.
- Performs other related duties and tasks as necessary or as assigned.
- Coordinating work in multiple time zones and countries with potential of changing own schedule as needed.



Must be adept at working with various cultures. Grow personally and have fun.

Required Job Skills: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

- Must have extensive experience with asset tracking and inventory business processes, such as but not limited to, inventory cycle counting, asset life cycles, supply chain logistics.
- Ability to organize, manage, and track multiple detailed tasks and requests with frequently changing priorities. Ability to master understanding of product functionality and objectives. - Ability to identify potential product needs based on support requests.
- Ability to provide training.
- Ability to recognize trends in the type and nature of the support issues and communicate these trends via reports to management.
- Have extensive mobile and/or cloud-based client application design, implementation and/or development experience.
- Experienced with both licensed software applications as well as hosted/managed software applications (including Software as a Service).
- Energetic, inspiring, self-driven, hard-working, results-oriented and solution-minded!!
- Must enjoy working with customers and being driven by customer expectations.
- Must possess outstanding written and verbal communication skills in English language Must have strong analytical and problem-solving skills.

Minimum 5 to 7 years experience in software design, development, product management and/or related software/ hardware solution implementation experience.

📌 Technical Support Manager (Gurugram)
🏢 Rfid4u It Solutions
📍 Gurugram