Bilingual Technical Support Specialist Level 1
Bilingual Technical Support Specialist Level 1
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Job Description
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 Level 1
Location: Mulgrave VIC (Hybrid)
Mandatory Language Proficiency Required:Must be bilingual with English (professional level) as a compulsory requirement plus one additional language Thai Vietnamese Cantonese or Malay.
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 who appreciate the art of creating great software.
To us being visionary is more important than doing things the way they have always been done.
What we are looking for
We are seeking a skilled Technical Support Specialist to provide expert support to our this role you will ensure that both new and existing customers maximise the value of SOTI products through timely effective technical assistance and proactive case management.
Whats in it for you
The People - From our humble origins in our founders 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 emphasises 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 - Youll 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 SOTIs partners which include leading tech giants that will keep you on the cusp of emerging technologies.
What you will do -
- Provide post-sales technical support for SOTI products via phone email and remote diagnostic tools.
- Investigate troubleshoot and resolve customer-reported issues replicating environments as required.
- Keep customers informed on case progress ensuring transparency and a positive support experience.
- Deliver exceptional customer service by diagnosing application issues answering technical questions and sharing best-practice guidance for product usage.
- Support customers with MDM/EMM solutions ensuring timely resolution of application-related queries.
- Leverage virtualisation cloud platforms and mobile devices to replicate customer environments and validate solutions.
- Ensure case hygiene by regularly updating case summaries and tracking progress for internal reporting to contribute to the knowledge base and support continuous improvement.
- Create JIRA tickets to report customer issues to the development team facilitating timely fixes and product improvements.
Experience you will bring -
- 24 years of relevant experience in technical support or a similar customer-facing IT role.
- A Degree or Diploma in Computer Networking Information Technology Computer Science or a related technical field.
- Strong understanding of networking fundamentals (OSI model firewalls protocols subnetting).
- Hands-on knowledge of the latest Windows desktop and server operating systems.
- Working knowledge of SQL and relational databases as well as virtualisation and cloud environments (e.g. VMware Hyper-V AWS Azure).
- Familiarity with leading mobile platforms especially Android iOS and Windows modern.
- Excellent troubleshooting and problem-solving abilities with a customer-first mindset.
- A collaborative self-motivated and results-driven approach to work.
- Knowledge of MDM/EMM/UEM solutions is highly desirable.
- Ability to prioritise organise and deliver support consistently within agreed service levels.
- Knowledge of SSO / Identity & Access Management solutions (Okta Azure AD Ping etc.) would be an advantage.
- Knowledge of tools like Salesforce Jira Power BI will be an advantage.
- Language proficiency: Must be bilingual with English (professional level) as a mandatory requirement plus one additional language Thai Vietnamese Cantonese or Malay.
About SOTI
SOTI is the worlds most trusted provider of mobile andIoT managementsolutions with more than 17000 enterprise customers and millions of devices managed worldwide. SOTIs innovative portfolio of solutions and services provide the tools organizations need to truly mobilize their operations and optimize their mobility investments. SOTI extendssecure mobility managementto 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:
#LI-DK1
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 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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
