Remote Customer Tech Support Specialist

Summary

Join IntelliShift as a Technical Support Specialist and provide technical support for IntelliShift hardware and software applications to the customer base via real-time omnichannel approach. Work independently and collaboratively with other teams to enhance the overall customer experience.

Requirements

• Minimum 2 years experience in a technical product support role; data manipulation and triage, exposure to APIs, and experience in SaaS, mobile computing, and/or telematics are a plus
• Interest and ability to work in a fast-paced work environment with shifting responsibilities within a high-growth company
• Highly organized, ability to learn quickly with intellectual curiosity to understand complex applications where limited standardization and knowledge bases exist
• Ability to communicate information clearly and concisely to internal and external customers at all levels (executive stakeholders, management, operations personnel, etc.)

Responsibilities

• Become an expert on all IntelliShift products and services comprised of hardware, software, analytics, and artificial intelligence across various industries
• Take ownership of requests with focus on diagnosing and solving internal and external customer issues utilizing a complex suite of backend systems and tools, escalating to Tier 2/Tier 3 when further education or guidance is needed
• Methodically document all communications, issues, and resolutions of customer issues using Salesforce, Jira, and other business applications
• Collaborate closely with Sales, Product, Engineering, and Customer Experience teams to effectively communicate and resolve customer issues in a timely manner
• Contribute innovative ideas and solutions for the ongoing enhancement of our Support processes, as well as the documentation of best practices in troubleshooting techniques related to IntelliShift products and services

Benefits

• Company-subsidized medical, dental, and vision insurance for all full-time employees
• 401K with a 4% company contribution