Technical Support Specialist

As a Technical Support Specialist at SOTI, you will be responsible for providing post-sales technical support for our software products through telephone and email. This includes investigating customer-reported issues, collaborating with internal teams for resolution, and keeping customers updated on the progress of their queries. You'll also be tasked with ensuring superior customer service, diagnosing application queries, and utilizing various devices to recreate customer environments for effective troubleshooting.

To qualify for the Technical Support Specialist position at SOTI, candidates should possess a degree or diploma in Computer Networking, Information Technology, Computer Science, or a related technical field. A solid understanding of the OSI model, computer networking principles, and proficiency in modern Windows operating systems is crucial. Ideally, you should also have experience with database management systems and mobile computing platforms such as Android and iOS.

Successful candidates for the Technical Support Specialist role at SOTI should have strong problem-solving abilities, excellent verbal and written communication skills in Swedish and English, and a collaborative mindset. Being a self-motivated and results-oriented individual is critical, along with the capacity to plan, prioritize, and organize your workload effectively within set service standards.

While SOTI prefers candidates with 1-2 years of relevant experience for the Technical Support Specialist position, we make exceptions for qualified candidates who demonstrate exceptional skills and a passion for technology. So if you're a fast learner eager to grow, we encourage you to apply regardless of your experience level.

SOTI is not just about providing top-notch tech solutions; we also care deeply about our employees. Our company culture promotes personal growth, innovation, and teamwork. You'll have the opportunity to work with leading-edge technologies, engage in complex projects, and collaborate with esteemed partners in the tech industry. Plus, our hybrid work model ensures flexibility, making SOTI an inviting and exciting workplace.

When troubleshooting customer-reported issues, it's essential to listen carefully to their descriptions and gather all necessary information. I typically start by reproducing the problem myself, using various devices if needed. This helps me understand the context better. I then collaborate with internal teams to analyze the issue, keeping the customer informed throughout the process to enhance their experience.

The OSI model is crucial as it standardizes how different networking protocols communicate across diverse systems. Understanding it allows me to identify where in the communication process issues may occur, helping me to troubleshoot problems more effectively. It’s foundational knowledge for anyone in a technical support role like mine at SOTI.

While I may not have direct experience working with specific MDM solutions, I have a thorough understanding of mobile device management principles and how they apply to organizational needs. This knowledge enables me to assist customers effectively, ensuring they leverage the best practices that enhance their productivity.

In my previous role, a client experienced a critical downtime issue that affected their operations. I ensured timely communication and dedicated my time to troubleshooting until we resolved the problem. By staying transparent and showing empathy, I enhanced the customer's trust and satisfaction, which ultimately led to a continued partnership.

I prioritize support requests based on urgency and impact. For instance, I tackle critical issues that affect many users first while also considering the specific needs of individual customers. Maintaining organized documentation helps me keep track of ongoing requests and follow-ups.

Effective teamwork hinges on clear communication, mutual respect, and collaboration. Being open to others' ideas and maintaining a proactive approach to share knowledge creates a strong team dynamic, especially in technical environments like SOTI.

I regularly participate in webinars, read industry publications, and follow thought leaders on social media platforms. Engaging in continuous learning is vital in a rapidly evolving field to provide excellent support to customers at SOTI.

When faced with stressful situations, I take a step back and assess the facts. Prioritizing tasks and breaking down problems into manageable steps helps me maintain focus. Utilizing stress-relief techniques like deep breathing is also effective in keeping my mindset positive.

Documentation is critical in tech support as it provides a reference for both current and future issues. It helps ensure continuity of knowledge within the team, making it easier for any support specialist to pick up where another left off, which is essential for maintaining efficiency.

I’m drawn to SOTI because of its innovative culture and commitment to employee growth. The opportunity to work with cutting-edge technology and a collaborative team aligns perfectly with my career goals and passion for technology. I'm excited about the prospects of contributing to a company so dedicated to pushing the boundaries of mobile and IoT solutions.