Job Summary
The Support Specialist provides technical troubleshooting and high-level customer service as the primary point of contact for our clients. This role involves resolving technical issues, configuring hardware orders, and acting as a technical bridge between customers and field technicians to ensure successful installations and total issue resolution.
Key Responsibilities
1. Technical Support & Customer Service
- Manage customer inquiries via phone, email, and support tickets with a "customer-first" approach.
- Provide Tier 1 troubleshooting for dash cameras, GPS assets, and software interfaces.
- Resolve connectivity issues related to cellular signals, power supply, and hardware health.
- Document technical issues thoroughly and escalate complex cases when necessary.
2. Technical Liaison & Verification
- Troubleshoot equipment in real-time with field technicians and customers.
- Verify on-site installations with technicians to ensure units are communicating correctly with servers.
- Follow up with customers post-service to confirm all issues are fully resolved.
3. Hardware Configuration & Inventory
- Build and configure hardware (SIM cards, camera settings, firmware) for a "plug-and-play" customer experience.
- Maintain accurate inventory records and log all assigned equipment in customer profiles.
- Proactively identify "offline" assets and work to restore their connectivity.
Qualifications & Skills
- Experience: 1–3 years in technical support or customer service. Experience in fleet management or the cellular/telecommunications industry is highly preferred.
- Technical Aptitude: Proficient in troubleshooting hardware and learning new software platforms. Knowledge of GPS or camera technology is a major plus.
- Communication: Ability to explain complex technical concepts to non-technical users clearly.
- Problem-Solving: A dedicated "get to the bottom of it" mindset focused on verified results.
- Education: High School Diploma required; associate or bachelor's degree preferred.
