SOTI is committed to delivering best in class mobile and IoT device management solutions. They are seeking a Technical Support Specialist to provide post-sales technical support for software products and ensure superior customer service for their MDM solutions.

Responsibilities

• Provide telephone and email-based post-sales technical support for our software products
• Investigate issues reported by customers and work collaboratively with internal stakeholders, and see through to resolution
• Work proactively to update customers by reporting progress regarding outstanding queries
• Endeavour to respond to all customer requests in a timely manner while improving customer experience
• Provide superior customer service in regards to our MDM solutions. Diagnose and solve application queries and answer customer questions
• Use various devices to reproduce customer environments in order to troubleshoot issues further

Skills

• Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field
• Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting)
• Previous knowledge with Windows 8.1, Windows Server 2008/2012 and other technologies (ie SQL / Virtual servers)
• Knowledge of mobile computing platforms (Android, iOS, Windows Mobile and Blackberry)
• Minimum 1- 2 years of relevant experience, exceptions for qualified candidates
• 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
• Outstanding verbal and written communication skills in English

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