Technical Support Specialist, Level 1 - (Bilingual - Italian Speaking)

📋 Description

• • Provide telephone and email-based post-sales technical support for SOTI’s mobile and IoT device management software products.
• • Investigate and resolve customer-reported technical issues by collaborating with internal stakeholders and ensuring full resolution.
• • Proactively update customers on the status of their open queries and service requests to enhance customer experience.
• • Respond to all customer inquiries in a timely manner while adhering to established service standards and response time objectives.
• • Deliver superior customer service specifically for SOTI’s Mobile Device Management (MDM) solutions by diagnosing application issues and answering technical questions.
• • Use a variety of mobile and desktop devices to reproduce customer environments and accurately troubleshoot reported problems.
• • Work in a fast-paced, agile environment with global teams and partners including leading technology companies.
• • Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions within support systems.
• • Apply knowledge of computer networking principles including the OSI model, firewalls, network protocols, and subnetting to resolve connectivity and configuration issues.
• • Utilize expertise in modern Windows client (Windows 11) and server operating systems (Windows Server 2019, Windows Server 2022) to support customer environments.
• • Leverage knowledge of mobile computing platforms (Android, iOS) to assist customers with device-specific MDM challenges.
• • Work in a hybrid model based in Bucharest, Romania, with required on-site presence as needed.
• • Communicate fluently and professionally in both Italian and English, both verbally and in writing, to serve Italian-speaking customers.
• • Prioritize and organize daily workload to meet service level agreements and team objectives consistently.
• • Demonstrate strong problem-solving skills, adaptability, and self-motivation in a dynamic, results-oriented support environment.
• • Continuously learn and stay current with evolving SOTI product features, mobile operating systems, and IoT management technologies.