Technical Support Specialist Level 3

SOTI; Gurugram District; On-site; INR 800,000 - 1,400,000; Full time

Job summary

SOTI is seeking a skilled Technical Support professional in Gurugram, India. The role involves providing technical assistance for SOTI’s software products and ensuring high-quality customer support across global operations.

Candidates should have 4–7 years of experience handling customer issues, with strong Windows knowledge and proficiency in SQL/virtual servers. The position requires working in 24x7 shifts to meet international client needs.

Qualifications

• Minimum experience of 4–7 years handling customers across software products.
• Excellent communication and documentation skills with a strong customer focus.
• Ability to communicate technical issues clearly in person, on the phone, and in writing.

Responsibilities

• Provide technical support for SOTI’s software products
• Work in 24x7 shifts to support our customers globally
• Investigate issues reported by customers and collaborate with internal stakeholders to resolve them
• Engage leads as required to escalate and resolve issues
• Use various devices to reproduce customer environments to troubleshoot issues
• Respond promptly to customer requests while improving customer experience

Skills

Good communication

Documentation

Soft skills

Logical problem solving

Team player

Resourcefulness

Customer focus

Clear technical communication

Tools

Windows 10

Windows Server 2012 R2/2016

SQL

Virtual servers

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.

• Provide technical support for SOTI’s software products


• Work in 24x7 Shifts to support our customers globally


• Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution


• Engage your leads as and when required


• Use various devices to reproduce customer environments to troubleshoot issues further


• Endeavor to respond to all customer requests promptly while improving customer experience


• Provide technical support for SOTI’s software products


• Work in 24x7 Shifts to support our customers globally


• Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution


• Engage your leads as and when required


• Use various devices to reproduce customer environments to troubleshoot issues further


• Endeavor to respond to all customer requests promptly while improving customer experience

Communication Skills

• Good communication, documentation, and soft skills


• Linear and logical approach towards the issue


• 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-on 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


• Excellent communicator and must show resourcefulness in providing timely and effective solution

Technical Competency

Minimum experience of 4-7 years with good exposure in customer handling different software products.

Previous knowledge of Windows 10, Windows Server 2012 R2/2016, and other technologies (i.e. SQL/Virtual servers)