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Telematics Technical Support Specialist
2 weeks ago
Position Overview:
As a Technical Support Specialist for our telematics solutions, you will be the primary point of contact for troubleshooting and resolving technical issues related to telematics devices, software, and applications. You will assist customers in integrating and using our telematics systems, ensuring that they can effectively leverage our technology for fleet management, GPS tracking, data analysis, and other telematics services.
Key Responsibilities:
● Provide expert technical support for telematics hardware (e.g., GPS units, sensors, devices, cameras) and software applications (e.g., fleet management platform, data dashboards).
● Assist customers in configuring and installing telematics devices, ensuring proper integration with existing systems. ● Troubleshoot and resolve customer issues via phone, email, chat, and other communication channels related to telematics products and services.
● Analyze data logs and system reports to identify and resolve technical issues related to telematics devices or software.
● Work closely with engineering and development teams to report, escalate, and resolve complex technical problems. ● Offer guidance on system features, functionality, and best practices to help customers optimize the use of their telematics solutions.
● Maintain and update customer records and technical issues in the CRM or ticketing system.
● Train customers on the effective use of telematics tools, features, and software applications.
● Participate in troubleshooting knowledge base updates and maintain product FAQs to assist both customers and internal teams.
● Collaborate with cross-functional teams to improve product functionality, identify common customer issues, and propose solutions.
● Stay informed about product updates, industry trends, and new telematics technologies to maintain high-quality support.
Qualifications:
● 2 - 3 years of experience in technical support or IT support, ideally with a focus on telematics, GPS, IoT, or fleet management systems.
● Experience providing a minimum technical support level 2.
● Strong knowledge of telematics systems, GPS tracking, and wireless communication technologies (e.g., cellular, satellite).
● Experience troubleshooting hardware, firmware, and software issues in telematics systems.
● Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues.
● Strong communication skills with the ability to explain technical concepts to both technical and non-technical customers.
● Proficiency in using ticketing systems
● Experience with system integration and configuration, particularly in the context of telematics or fleet management systems.
● Ability to work independently, as well as part of a team, in a fast-paced, customer-centric environment.
