Technical Support Specialist

We are seeking an experienced Technical Support Specialist to provide top-notch service and technical expertise to our customers. In this role, you will build strong relationships and resolve complex issues at all levels within our organization.

• You will be the primary point of contact for a small number of our Enterprise Accounts.
• Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness, and overall customer experience.

You will use your judgment and technical expertise to identify, document, and report issues with design, reliability, and maintenance. You will act as the customer advocate as you work closely with engineering, product management, and other key areas to innovate and improve performance around product requirements, enhancements, process improvements, and industry best practices.

• In this role, you will:
• Owning or orchestrating the resolution of cases.
• Building strong partnerships and providing an unparalleled support experience for assigned customers.
• Collecting information and documenting bugs with Engineering for product issues that are impacting customers.
• Providing feedback to the training and documentation so that common or emerging issues can be addressed before they become serious or widespread.
• Assessing the risk of product releases and impending important dates throughout the year, and acting to mitigate any identified issues.
• Understanding the core business of the assigned accounts and overseeing all Support activities on a macro level, at all levels of Support.
• Providing well-thought-out and reliable direction, both in technical and non-technical terms, to help designated customers integrate and maintain their Account Integrations with us.
• Updating and looping internal teams regarding important account SOPs if any.
• Ensuring specific account SOPs are created, followed, and improved.

Working in close liaison with other departments and tiers, especially Tier-3.

• Personalizing customer experience via relationship building with Fleet Managers.
• Analyzing Data to Monitor Account Health and Trends.
• Identifying any possible need for customer education.
• Identify and clearly document product gaps and enhancements; liaise with relevant product and cs teams to advocate for your designated customers.
• Visibility and alignment with our account team.
• Participate in on-call rotation; be available outside of normal working hours to facilitate customer upgrades and change management practices.

• Minimum 1.5 + years of experience in Customer Support, and technical support.
• Excellent customer communication skills in a variety of forms (written, live chat, conference calls, in-person).
• Experience with addressing customer escalations and relaying concise and audience-digestible updates to stakeholders.
• Strong analytical and problem-solving skills with the ability to manage critical and complex issues in high-pressure environments.
• Strong knowledge of our Products with a concentration on Compliance, Asset and/or Safety.
• Excellent troubleshooting skills leveraging log parsing, SQL, scripting languages, and code review where needed.
• Experience with hardware devices, firmware upgrades, change management and related testing practices.
• Experience with Third Party integrations such as Transportation Management or Fleet Maintenance systems.
• Familiarity with advanced troubleshooting techniques that utilize APIs, Python, Data Dog, SQL etc.
• Deep hardware fault analysis skills; identify trends and prevent field failures – Root Cause Analysis.

This is a challenging role that requires a strong background in technical support and excellent communication skills. If you have a passion for delivering exceptional customer experiences and are looking for a new challenge, please consider applying for this position.