Technical Support Specialist

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.

Job Title: Technical Support Specialist

Language: German

Location: Germany (Remote)

Solihull, UK (Hybrid)

Galway, Ireland (Hybrid)

Who We Are

At SOTI, we are committed to delivering best in class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software. To us, being visionary is more important than doing things the way they’ve always been done.

What We’re Looking For

We’re looking for a highly-skilled Technical Support Specialist who is excited to work in a fast-paced, agile environment and will be motivated and passionate about driving tech forward!

What’s in it for you?

The People - Our people are our most important resource. From our humble origins in our founder’s basement, to our industry leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation and fun.

The Growth - Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big!

The Technology - You’ll get the chance to work with leading edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI’s partners which include leading tech giants that will keep you on the cusp of emerging technologies.

What You’ll Do

• Provide telephone and email based post-sales technical support for our bespoke software products.

• Support multiple customers per day with any challenges or issues they face with our products.

• Investigate issues reported by customers; adhere to Service Level Agreements

• Work closely with internal Product Development, Quality Assurance and Product Management to ensure timely fixes for any customer issues.

• Troubleshoot and take issues through to resolution.

• Plan, prioritize and organize workload, consistently working within service standards and agreed objectives.

• Capture and record customer information accurately to prioritise customer tickets.

• Provide mentorship and training to peers.

• Endeavor to respond to all customer requests in a timely manner while improving customer experience.

• Provide superior customer service in a busy environment, always putting the customer first.

• Reproduce customer environments with similar devices, OS versions and product versions to troubleshoot issues further.

• Work closely with local, regional, and global Support teams, always working to compliment their skills and knowledge with your own.

• Maintain Exceptional Customer Satisfaction Scores and NPS.

• Add to our internal Knowledge Articles and identify trends in tickets to proactively address issues and suggest solutions.

• Some travel, local and international may be required in a supporting role for events.

Experience You’ll Bring

• You will be German Speaking

• Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting).

• Expert knowledge in Windows 10/11 and Windows Server 2016/2019/2022.

• Good understanding of SQL and Virtual Machines.

• Knowledge of mobile computing platforms (Android, iOS).

• Excellent software troubleshooting skills: ability to think methodically and logically.

• Excellent interpersonal skills, email etiquette and telephone manner.

• Minimum 1-2 years of relevant experience, exceptions for qualified candidates.

Successful applicants will undergo a background check.

About SOTI

SOTI is the world's most trusted provider of mobile and IoT management solutions, with more than 17,000 enterprise customers and millions of devices managed worldwide. SOTI's innovative portfolio of solutions and services provide the tools organizations need to truly mobilize their operations and optimize their mobility investments. SOTI extends secure mobility management to provide a total, flexible solution for comprehensive management and security of all mobile devices and connected peripherals deployed in an organization.

At SOTI, we celebrate the uniqueness of our global teams and are proud to be an equal opportunity workplace. We are curious problem solvers who are committed to bringing the best mobile and IoT management solutions to market. We offer careers with #EndlessPossibilities.

What are you waiting for? Apply today: https://www.soti.net/careers

#LI-DO1

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.