Technical Support Specialist, Level 2

Job Description

SOTIs 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 Youll 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 Youll 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 were looking for:

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