Technical Support Specialist, Level 1 - Japanese

SOTI’s growth and success is a result of commitment to innovation through entrepreneurial culture and leadership. Employees are driven to make an impact, offer a unique value and most importantly, be part of a winning team.

You are an educated professional at an early stage of your career. You 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, 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.

Responsibilities

• Responsible for leading a 7-11 person technical team, assigning and monitoring tasks, and reporting on status & progress.
• Conducts one-on-one meetings with all agents on technical team for coaching, mentoring and career progression.
• Provide telephone and email based pre and post-sales technical support for our software products.
• Investigate issues reported by customers, and communicate with internal product development teams to resolve product issues.
• Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives.
• Performance reporting through tracking of technical team KPIs monthly
• Work with leadership team on projects and escalations as required
• Some travel, local and international may be required in a supporting role for events.

Qualifications

• 2-3 years’ experience acting as a technical team lead
• Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field
• Outstanding verbal and written communication skills in English
• Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Sub netting)
• Strong problem solving abilities, strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results oriented)
• Knowledge of mobile computing platforms (Android, iOS, Windows Mobile and Blackberry)
• Solid troubleshooting skills and logic
• Experience with CRM solutions 
• Previous experience working with (MDM) mobile device management solutions is an asset

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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.