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Anuj Kapri

Technical Support Engineer·SOTI

India

Bachelor's degree, Computer Science

Work experience

Total years of experience: 2 years, 3 months

Technical Support Engineer

January 2025 - Present

SOTI

Gurgaon, India •Hybrid

January 2025 - Present

Provide technical support for SOTI MobiControl, troubleshooting device enrollment, management, and connectivity issues across Android, iOS, Windows, and rugged devices.
Analyze customer-reported issues, perform root cause analysis, and deliver timely resolutions while maintaining high customer satisfaction.
Handle support cases through phone, email, and ticketing systems, ensuring adherence to SLA commitments.
Assist enterprise customers with Mobile Device Management (MDM), Enterprise Mobility Management (EMM), and Unified Endpoint Management (UEM) solutions.
Collaborate with cross-functional teams including Engineering, Product Management, and Senior Support to resolve complex technical issues.
Document troubleshooting steps, create knowledge base articles, and contribute to continuous process improvements.
Consistently maintain high CSAT/NPS scores while managing a significant volume of support cases across NA, EMEA, and MENA regions.

Maintained 99% customer satisfaction (CSAT/NPS).
Successfully handled 45+ support cases per month while meeting SLA targets.
Worked with global customers across North America, EMEA, and MENA regions.

Company industry:: Software Development

Web Developer

September 2023 - June 2024

EISystems

Gurgaon, India •Remote

September 2023 - June 2024

I created the UI for multiple client based request

Company industry:: Software Development

Education

Graphic Era University

June 2025