Technical Support Associate, Japanese

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July 9

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SOTI

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Enterprise • SaaS • Telecommunications

SOTI is a leader in simplifying business mobility and making mobile-first operations efficient, reliable, and secure. The company's flagship offering, the SOTI ONE Platform, provides a comprehensive suite of solutions enabling mobile device and IoT management across various platforms, including Android, Apple, Linux, and Windows. SOTI's solutions support diverse industries, such as emergency services, retail, transportation and logistics, field services, and healthcare, enhancing productivity and connectivity. The platform facilitates security, app development, device management, and analytics, catering to the needs of enterprises worldwide.

1001 - 5000 employees

Founded 1995

🏢 Enterprise

☁️ SaaS

📡 Telecommunications

📋 Description

• Provide telephone and email based post-sales technical support to our Japanese Speaking customers • Work in Flexible Shift timing as per the need • Work on ad-hoc projects, initiatives and other duties as assigned • Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution • Provide superior customer service regarding our MDM solutions. • Diagnose and solve application queries and answer customer questions • Use various devices to reproduce customer environments to troubleshoot issues further • Endeavor to respond to all customer requests in a timely manner while improving customer experience

🎯 Requirements

• Minimum experience of 3-5 years with good exposure in customer handling with different software products. • Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting) • Previous knowledge with Windows 10, Windows Server 2012 R2/2016 and other technologies (i.e. SQL/Virtual servers) • Knowledge of mobile computing platforms (Android, iOS, and Windows) • Knowledge of Wireless Networking, Active Sync, Certificate Services, LDAP Services, Network Access Control is essential • Knowledge of AD/LDAP and exchange/Domino environments and how to integrate these infrastructure elements with MDM. • Knowledge of Monitoring, Server backup and networking tools and best practices • Hands on Experience in configuring High Availability, Load Balancing for Mobile Infrastructure • Hands-on of LAN, WAN, NAT and DMZ, and related services like DNS, DHCP. • Hands-on of basic tools to check network performance. • Hands-on server experience in creating/modifying/deleting users. • Hands-on understanding of commands like TELNET, NETSTAT, NSLOOKUP, PING, TRACERT, etc. which helps to perform basic network troubleshooting. • Hand-on of collecting and reading wire-shark logs. • Understanding of at least one enterprise-level mobile device management application such as Enterprise Mobility Suite (EMS) / XenMobile/ Mobile Iron/AirWatch/SOTI is preferred. • Extensive knowledge of Various IP classes and difference between Public and Private IP. • Overview of MDM technology. • Understanding of system files like Hosts, Windows Registry. • Understanding of Well-known ports and Custom ports. • Understanding of Digital certificates like SSL/TLS/Cipher Suite, Wild card certificates. • Previous experience supporting Japanese Speaking Customers . • Good communication, documentation, and soft skills. • Strong problem-solving abilities, strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results oriented) • Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives • Ability to communicate technical issues clearly in person, on the telephone and in written documents. • Strong customer focus and ability to manage client expectations.