Tech Support Representative

1 month ago


Malvern, United States 3SI + Wren Full time
Job DescriptionJob DescriptionDescription:


Position Summary


The Technical Support Representative is responsible for providing advanced technical support for web, GPS and mobile app-based hardware and software solutions. In this role, the ideal candidate will have an eagerness to learn and support, an ability to develop processes and procedures, and the drive, experience, and professionalism to work daily with customers, colleagues, and business partners.


Primary Responsibilities

1. Product Technical Support (45%)

  • Tier II technical support, including advanced troubleshooting and resolution reporting.
  • Fielding calls, chats and emails from customers, business partners and internal support teams professionally.
  • Support and testing of tracking devices, applications, and web portal(s) to identify problems and opportunities for improvement.
  • Product and feature QA testing and reporting to ensure quality prior and post-launch.
  • Product expert in 3SI’s product offerings and solutions.
  • Responsible for assigned areas of responsibility to include specific product expertise and internal/external training.

2. Customer Support and Training (45%)

  • Customer onboarding, training, and long-term product support.
  • Product training via video platforms for internal and external customers.
  • Phone and email support for customers, police departments, and internal departments.
  • Maintain multiple email boxes by organizing and responding in a prompt, accurate and professional manner.

3. Administrative functions related to product / technical support (10%)

  • Maintain shared resources by managing up-to-date product and process documentation.
  • Perform all other duties and tasks as assigned by the supervisor.
Requirements:

Knowledge, Skills, and Abilities

  • Technically proficient individual skilled in the creation and handling of Tier I and II product support/troubleshooting.
  • Experience/knowledge of/with GPS and/or wireless products and mobile app technical support skills.
  • Have or acquire working knowledge of Apple and Android environments (e.g., Operating Systems, Settings, Devices, App stores) is highly desirable.
  • Experience with trouble ticket systems
  • Excellent teamwork, writing, presentation, and project management skills.
  • Creative problem solver, results oriented, strong time management skills.
  • A fast learner with proven ability to effectively coordinate and work on projects internally and externally, in-person and virtually.
  • Team-centric mindset while working well under pressure and adhering to deadlines.
  • Professional interpersonal communication skills are a must.
  • Self-motivated, positive, and hard-working can-do attitude able to work with little supervision.
  • Computer skills should include Word, PowerPoint, and Excel. Experience with SharePoint and Jira/Wiki environments desirable.
  • Ability to work nights and weekends as needed.

Knowledge, Skills, and Abilities

  • Technically proficient in the handling Tier I and II product support/troubleshooting.
  • Experience with troubleshooting GPS, Web Portals, and SaaS Products.
  • Experience with Ticketing Systems
  • Excellent teamwork, writing, presentation, and project management skills.
  • Creative problem solver, results oriented, strong time management skills.
  • A fast learner with proven ability to effectively learn proprietary technologies and systems.
  • Team-centric mindset while working well under pressure and adhering to deadlines.
  • Professional interpersonal communication skills are a must.
  • Skills should include Word, PowerPoint, Outlook and Excel. Experience with SharePoint and Jira/Wiki environments desirable.
  • Ability to work nights and weekends as needed.

Qualifications

  • Bachelor’s degree
  • 3-5 years of relevant experience
  • 2 years of experience providing technical support
  • 2 years of experience working in a customer support role

Additional Comments

  • The position will be based in Malvern, PA in a hybrid remote/in-office work environment.
  • Standard business hours for this department are 7:30 a.m. – 8:00 p.m. ET Mon – Fri, and 9am-5 on rotating Saturdays.


  • malvern, United States Zolon Tech Solutions, Inc. Full time

    Title : Sales Support ProfessionalLocation : Malvern, PADuration : 12 MonthsJob Description:Hybrid role must be local to Malvern, PA area.Responsibilities:Supporting multiple departments within sales and service with the creation and maintenance of....

  • Support Executive

    1 week ago


    Malvern, United States TATA Consulting Services (USA) Full time

    Skill: Tech Central Support, Desktop Support * L2/L3 desktop support. * Excellent analytical & troubleshooting skills. * Good knowledge in desktop operating systems and troubleshooting issues. * Experience working on any Helpdesk tool is an added advantage. * Strong communication skills, Good Personality / Present ability. * Hardware and Network...


  • Malvern, United States G-TECH Services Full time

    Job DescriptionJob Description100% working on site- in Malvern, PennsylvaniaWe need experienced people to help other technicians develop their knowledge and skills in quickly changing automotive technologies.WHAT YOU’LL DOProvide live and virtual technical training to dealership technicians in the areas of diagnosis, service, and maintenance of all...

  • Support Executive

    1 week ago


    Malvern, United States Tata Consultancy Service Limited Full time

    Skill: Tech Central Support, Desktop Support L2/L3 desktop support. Excellent analytical & troubleshooting skills. Good knowledge in desktop operating systems and troubleshooting issues. Experience working on any Helpdesk tool is an added advantage. Strong communication skills, Good Personality / Present ability. Hardware and Network troubleshooting, OS(MS...


  • Malvern, United States Fresenius Medical Care Full time

    PURPOSE AND SCOPE: The Insurance Representative provides general administrative support in the insurance collections process within the assigned function(s). The incumbent is responsible for evaluating and resolving outstanding claim issues in compliance with company policies and procedures. PRINCIPAL DUTIES AND RESPONSIBILITIES: - Provide general support...


  • Malvern, United States TENTIAL Full time

    Job DescriptionJob DescriptionCustomer Service Representative RequirementsMinimum of 1 year of experience in customer service in a high volume, fast-paced environment (preferred)You crave transactional based work where you can check “to-dos” off your checklistYou are passionate about customers/clients and are fulfilled by finding solutions in real-time...


  • Malvern, United States Contemporary Staffing Solutions Full time

    Job DescriptionJob DescriptionCSS Tec is currently seeking a junior level IT support technician to help with overseeing the basic setup of the A/V in multiple office conference rooms. All equipment has already been setup, you would just be doing daily checks to make sure everything is working properly daily and troubleshoot any issues of the A/V as needed....


  • Malvern, United States Fresenius Medical Care Holdings, Inc. Full time

    PURPOSE AND SCOPE:  The Insurance Representative provides general administrative support in the insurance collections process within the assigned function(s). The incumbent is responsible for evaluating and resolving outstanding claim issues in compliance with company policies and procedures.  PRINCIPAL DUTIES AND RESPONSIBILITIES:  Provide general...


  • Malvern, United States Airmatic Inc Full time

    * Customer Service Representative **Job Posting: Customer Service Representative** AIRMATIC, Malvern, PA, has an immediate opening for a Customer Service Representative (CSR). Our CSR will be responsible for working closely with fellow Associates to grow Company Sales with existing and new Customers. Our ideal Candidate is a sharp, self-aware individual...


  • Malvern, United States Philips Full time

    **Job Title**: Inbound Call Center Representative **Patient Services Inbound Representative (Malvern, PA)** Allow your passion for improving lives to shine in this role where you’ll be the first point of contact for numerous patients utilizing a Wireless or Holter heart monitor. **Your role**: - Provide patient focused support via phone or chat for all...


  • Malvern, United States Philips Full time

    Job Title Client Account Representative Job Description Client Account Representative (Malvern, PA) The Client Account Representative is the primary interface with Account Executives, Health Systems, and Clinical Practices, which is critical to maintaining account satisfaction. Your role: Provide support via phone, email, and fax to Account Executives,...


  • Malvern, Arkansas, United States Circonus Full time

    Looking to amp up your sales career with an exciting tech start-up? We've got the perfect opportunity for an entrepreneurially-minded Business Development rep (BDR). Circonus is an early stage tech start-up powering impressive brands like HBO, Major League Baseball, Webex and many others. We're looking for BDRs to join our team to help us find and engage the...


  • Malvern, United States Philips Full time

    **Job Title**: Outbound Call Center Representative **Patient Services Outbound Representative (Malvern, PA)** Allow your passion for improving lives to shine in this role where you’ll be the first point of contact assisting patients with activating their wireless heart monitor. **Your role**: - Make outbound phone calls to patients to assist with...


  • Malvern, United States Circonus Full time

    Looking to amp up your sales career with an exciting tech start-up? We’ve got the perfect opportunity for an entrepreneurially-minded Business Development rep (BDR). Circonus is an early stage tech start-up powering impressive brands like HBO, Major League Baseball, Webex and many others. We’re looking for BDRs to join our team to help us find and engage...


  • Malvern, United States National Tank & Equipment Full time

    Job DescriptionJob DescriptionJOB TITLE: Outside Sales Representative (OSR) PRIMARY FUNCTION:The basic function of the Outside Sales Representative is to establish and maintain relationships with customers in the field and work locations. This position applies active sales techniques and coordinates sales support efforts with other members of the Company...


  • Malvern, United States BM Technologies, Inc. Full time

    Job DescriptionJob DescriptionJob Title: Client Success RepresentativeReporting to: Director, Client SupportAbout Us:BM Technologies, Inc. (NYSE American: BMTX) - formerly known as BankMobile - is among the largest Banking-as-a-Service (BaaS) providers in the country, providing access to checking and savings accounts, personal loans, credit cards, and...


  • Malvern, United States Saint-Gobain North America Full time

    What’s the job?The primary role of a Corporate Tech Bar Manager is to run, support, and take ownership of the Saint Gobain Corporate Technology Bar located in the Malvern, PA Headquarters. This role will be responsible for overseeing the daily operations of the IT support bar, a walk-in service center that provides technical assistance and provides...


  • Malvern, United States Saint-Gobain North America Full time

    What’s the job?The primary role of a Corporate Tech Bar Manager is to run, support, and take ownership of the Saint Gobain Corporate Technology Bar located in the Malvern, PA Headquarters. This role will be responsible for overseeing the daily operations of the IT support bar, a walk-in service center that provides technical assistance and provides...


  • Malvern, United States 3SI + Wren Full time

    Job DescriptionJob DescriptionDescription:Position SummaryThe Field Service Representative is the first line of contact to the end user for all 3SI products and will be responsible for installing, maintaining, servicing, and training customers on our products in financial branches, retail stores, and ATM cash machines. This role requires interacting with our...


  • Malvern, United States Fresenius Medical Care Full time

    PURPOSE AND SCOPE: Supports FMCNA's mission, vision, core values and customer service philosophy. Adheres to the FMCNA Compliance Program, including following all regulatory and FMS policy requirements. Under direct supervision, enters payment, adjustments and denial transactions received for FVC Center locations via either paper Explanation of Benefits...