Tier 2 Technical Support Specialist

2 weeks ago

Scottsdale, United States GPS Insight Full time
Job DescriptionJob Description

Who We Are GPS Insight offers leading technology for organizations that have drivers and technicians in the field, fleets of vehicles, trailers, and other mobile assets. We provide innovative fleet solutions that include vehicle and asset tracking, in-cab smart cameras, field service software, and compliance management.

We know that when you invest in high-performance technology, you achieve results and maximize your return. We feel the same way about our people at GPS Insight. They are what allow us to build world-class solutions that make us leaders in the fleet and field service management space. They are what enable our customers' success. They are our greatest asset. As a result, we take pride in a workplace committed to those who make us go.

Our commitment to growth enables us to push the telematics and field service operations industries forward. It's rooted in our products, embedded in our culture, and reflected in our team-first values. We're looking for the right people to jump onboard with us. Are you ready to take the ride?

What We Need

We are looking for a Tier 2 Technical Support Specialist who will help resolve issues our clients encounter with GPS Insight's hardware and software products and is responsible for using technical knowledge to help our clients set up and utilize GPS Insight by answering technical-related questions via chat support, email, and phone. The Tier 2 Technical Support Specialist needs to be knowledgeable about SaaS products, have excellent verbal and written communication skills and thrive on resolving client issues. Solid technical skills and soft skills are needed for this highly interactive role. The Tier 2 Technical Support Specialist will be involved in support processes and procedures that solidly contribute to the company's overall customer satisfaction.


What You'll Do

  • Help clients set up and configure GPS Insight to meet their business needs.
  • Provide outstanding, rapid-response email, chat, and phone-based technical support to our clients.
  • Communicate with customers when a timeline or a fix occurs while on a call and via case email.
  • Opportunity to develop systems and procedures for improving overall client satisfaction.
  • Learn quickly and use your knowledge to solve problems efficiently.
  • Escalate unresolved issues as required; maintain ownership of issues through resolution.
  • Case emails into Serviecloud as necessary and work cases
  • Answer voicemails as necessary.
  • Hardware: troubleshoot, complete installation verifications and update devices as necessary to achieve optimal reporting
  • Troubleshoot various software and system issues.
  • Understands and assists with automated troubleshooting reports.
  • Assists with quick software training and alerts Acct. Mgt. as necessary if more training is needed.
  • Assist with training new hires and with other ongoing training initiatives.
  • Assist with modification of training materials and process flows.
  • Handle and complete escalations and projects assigned Management.

Requirements

  • Minimum 12 months' experience in customer service/technical support or direct customer consulting experience within a fast-paced environment
  • Sound knowledge and passion for web and web-based software products.
  • Advanced knowledge of telematics systems, dash cameras and ELD and products
  • Strong problem solving and technical skill set.
  • Experience with a CRM System
  • A passion for taking care of clients.
  • Accurate and fast typing speed of 40 WPM or greater
  • Ambitious, self-motivated, goal-oriented, and extremely driven
  • Excellent written/verbal communication and customer relationship skills
  • A work ethic based on dedication to the company and its mission.
  • Ability to handle a variety of assignments simultaneously.
  • Ability to work under deadline pressure and extra hours if needed.
  • Superior analytical skills
  • Proficient with Microsoft Office
  • Knowledge of 12 Volt systems and vehicle diagnostics are a plus.

What We Offer

  • Fast paced and rapidly growing environment
  • Chance to deliver mission critical data that drives the operations of our economy
  • Opportunity for professional growth and development
  • Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
  • There's more as well Speak with us to find out all details

Benefits

  • 401(k) matching
  • Full Health Benefits (Health, Vision, Dental)
  • Employee assistance program
  • Flexible spending account
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Tuition reimbursement
  • Hybrid work environment

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