Technical Support Specialist, Level 2

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.

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.

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 :

Soft Skills and Communication :

Key traits we're looking for :

If you want to bring your ideas to life, apply at SOTI today.

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.

Skills Required

Customer Service, Helpdesk Support, Technical Skills