Technical Support Specialist

Who We Are:

At SOTI, we are committed to delivering best in class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software.

To us, being visionary is more important than doing things the way they have always been done.

What We’re Looking For:

Our people are our most important resource. As a Customer Support Specialist, you must have a great passion for modern technology, and you are driven by your energy to identify and resolve complex problems, while providing excellent customer service. If you are eager to prove your understanding of computer networking principles Android, iOS & Windows devices, your strong problem-solving abilities in a fast-paced environment, and you are willing to learn and grow, then this position offers numerous growth opportunities and a long-lasting career with SOTI.

What’s in it for you?

The People - From our humble origins in our founder’s basement, to our industry leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation and fun.

The Growth - Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big!

The Technology - You’ll get the chance to work with leading edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI’s partners which include leading tech giants that will keep you on the cusp of emerging technologies.

What You’ll Do:

• Provide telephone and email-based helpdesk support to the end users.
• Work in 24x7 Shifts to support our customers globally.
• Assist end users with their Mobile Device related issues.
• Work on ad-hoc projects, initiatives and other duties as assigned.
• Deliver high-quality customer service via our support platforms.
• Handle customer issues using our support tool.
• Triage issues and escalate them when necessary.
• Develop and maintain expertise across a range of subject areas, gaining sufficient familiarity with the associated processes to be able to process customer requests accurately and efficiently.
• Document customer issues.
• Continuous improvement of our self-service portal and knowledge base.
• Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution.
• Provide superior customer service regarding our MDM solutions. Diagnose and solve application queries and answer customer questions.
• Use various devices to reproduce customer environments to troubleshoot issues further.
• Endeavor to respond to all customer requests in a timely manner while improving customer experience.

Experience You’ll Bring:

• Minimum experience of 2-3 years with good exposure in customer handling with different software products.
• Customer Service and technical skills are a top priority.
• Must have excellent phone and written communication skills to work with customers over the phone and with email.
• Prior experience in answering calls for the helpdesk, entering technical details into a ticketing / dispatch system, working with customers on technical issues, following up on closed calls, installing systems, etc.
• Hand-on of collecting and reading wire-shark logs.
• Knowledge of Various IP classes and difference between Public and Private IP.
• Overview of MDM technology.

Soft Skills and Communication:

• Previous experience supporting English Speaking Customers in India, EMEA, NA or Australia.
• Good communication, documentation, and soft skills.
• Strong problem-solving abilities, strong team player (i.e., flexible, hard-working, fast-learner, self-motivated, results oriented)
• Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives.
• Ability to communicate technical issues clearly in person, on the telephone and in written documents.
• Strong customer focus and ability to manage client expectations.

Key traits we’re looking for:

• Passionate
• Hunger to learn and develop.
• Team player
• Creativity
• Work hard play harder.
• Confident communication skills

#LI-AS2

About SOTI

SOTI is the world's most trusted provider of mobile and IoT management solutions, with more than 17,000 enterprise customers and millions of devices managed worldwide. SOTI's innovative portfolio of solutions and services provide the tools organizations need to truly mobilize their operations and optimize their mobility investments. SOTI extends secure mobility management to provide a total, flexible solution for comprehensive management and security of all mobile devices and connected peripherals deployed in an organization.

At SOTI, we celebrate the uniqueness of our global teams and are proud to be an equal opportunity workplace. We are curious problem solvers who are committed to bringing the best mobile and IoT management solutions to market. We offer careers with #EndlessPossibilities.

What are you waiting for? Apply today: https://www.soti.net/careers.

Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.