Technical Support Specialist

Job Description

Job Description

Location: United States (Remote)

Eligibility: Only open to candidates who currently reside within the United States and are authorized to work here without employer sponsorship

Department: Operations

Reports to: US Operations Manager

About the Role

As a Technical Support Specialist , you will be the first point of contact for our customers, guiding them through our hardware and software features and capabilities, ensuring their satisfaction. You will play a crucial role in troubleshooting issues, providing timely solutions, and contributing to the overall success of our customers’ experience. You will also serve as first point of contact for our vast network of Field Technicians, supporting them with installation and service guidance to ensure seamless and successful implementation of our technologies.

What You’ll Do

• Customer Focus: Provide technical support to customers via phone, email, and other communication channels.

• Problem-Solving: Diagnose and troubleshoot technical issues reported by customers, related to our products or services.

• Documentation: Document customer issues and resolutions accurately and thoroughly in our ticketing system.

• Collaboration: Collaborate with cross-functional teams, including engineering and product development, to resolve complex technical issues

• Escalation Management: Escalate unresolved issues to appropriate teams and follow up with customers to ensure resolution.

• Proactive Improvement: Proactively identify trends and patterns in customer issues and provide feedback to improve product quality and customer experience.

• Knowledge Sharing: Assist in creating and updating technical documentation, knowledge base articles, and training materials for customers and internal teams.

• On-Call Support: Participate in an on-call rotation to provide after-hours support when necessary.

• Shift Work: This role includes a variety of shifts to provide support to our global customer base.

** Flexibility to work alternative shift hours is essential.

Qualifications/Experience

• Technical Aptitude: Critical thinking with a strong understanding of computer systems, networking, and troubleshooting methodology. A bachelor’s degree in computer science, Information Technology, or related field is desirable.

• Experience: 2+ years of experience in a technical support role, preferably in a software or technology company. Fleet telematics background is a huge plus. Salesforce background is required.

• Tools and Technologies: Proficiency in using diagnostic tools and remote support technologies.

• Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.

• Customer-Centric Approach: Exceptional customer service skills and a strong commitment to customer satisfaction.

• Adaptability: Ability to work independently and collaboratively in a fast-paced environment.

• Organization: Detail-oriented with strong organizational and time management skills.

***Competitive compensation, 401K, health and dental benefits