Technical Support Specialist L1

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At SOTI, our people are our most important resource. We’re looking for focused ambitious graduates or soon to be graduates studying a computer networking, information technology, computer science or related technical field to join the team as a Graduate Technical Support Analyst (within academia or home-based study).

In this role, you will work with the technical support team managing the current workload from a variety of global clients who we help supervise their enterprise mobility management. Within our technical support department, we have a mixture of cultures and technical professionals who work collaboratively to ensure we provide efficient solutions for our customers to guarantee their business functions operate smoothly.

If you are eager to demonstrate your understanding of computer networking principles, problem-solving abilities in a fast-paced environment and you’re willing to learn it’s a great fit for you. This graduate role offers real career development opportunities where you can have a long-lasting career with SOTI, provided you apply yourself in a positive way.

This is an exciting opportunity to take part in stimulating projects where you will continue to learn and develop technical knowledge but also expand communication and soft skills.

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

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