Technical Support Specialist, Level 1 - (Bilingual - Spanish 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 communicate progress updates to customers on outstanding support queries to enhance customer experience.
• • Respond to all customer inquiries in a timely manner while adhering to service standards and agreed objectives.
• • Deliver superior customer service specifically for MDM (Mobile Device Management) solutions by diagnosing application issues and answering technical questions.
• • Use various mobile and desktop devices to reproduce customer environments for accurate troubleshooting and issue validation.
• • 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 in support systems.
• • Apply knowledge of computer networking principles including firewalls, network protocols, and subnetting to resolve connectivity and configuration issues.
• • Troubleshoot issues related to modern Windows client (Windows 11) and server operating systems (Windows Server 2019, Windows Server 2022).
• • Utilize knowledge of mobile computing platforms (Android, iOS) to support device management and application deployment scenarios.
• • Work in a hybrid model based in Bucharest, Romania, with required on-site presence as needed.
• • Maintain fluency in both Spanish and English for all customer communications, documentation, and internal collaboration.
• • Prioritize and organize daily workload to meet service level agreements and team goals.
• • Demonstrate strong problem-solving skills, adaptability, and self-motivation in a dynamic, customer-focused environment.
• • Continuously learn and apply new technical knowledge related to emerging mobile and IoT management technologies.
• • Contribute to a company culture that values personal growth, innovation, and collaboration.