Remote Monitoring Associate

About the role

The Remote Monitoring Associate (RMA) will ensure customer satisfaction by troubleshooting technical issues, handling email and phone inquiries, monitoring system performance, and resolving support tickets. The role works closely with customers to deliver timely solutions and supports the company’s commitment to high‑quality service.

Key responsibilities

• Diagnose and resolve technical problems reported via email, phone, or ticketing system.
• Respond to incoming customer inquiries professionally through email and calls.
• Continuously monitor system performance and network conditions to identify potential issues.
• Prioritize, track, and manage support tickets to ensure prompt resolution.
• Document customer interactions, technical issues, and solutions.
• Collaborate with cross‑functional teams to escalate and resolve complex problems.
• Participate in quality‑assurance and testing activities.
• Follow company policies, procedures, and SLAs.
• Escalate advanced IT support cases and learn new mobile device management and security tools.

Required profile

• Bachelor’s degree in a related field or equivalent work experience.
• Previous experience in technical support or customer service (preferred).
• Strong problem‑solving abilities and attention to detail.
• Excellent written and verbal communication skills.
• Customer‑centric mindset with a commitment to outstanding service.
• Ability to work independently and as part of a team.

Required skills

• Mobile device management tools
• Security tools
• Technical troubleshooting tools
• System performance monitoring
• Ticketing / Service Desk platforms

What we offer

• 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 and employee old‑age benefits (EOBI)
• Employee engagement & wellness initiatives