National Support Technician

4 weeks ago

Forest Lake, United States StreetSmart Full time
Job Details Job Location COLUMBUS, MN Position Type Full Time   Travel Percentage Negligible Job Shift Day Job Category Other Description

National Support Technician

Change slows for no one. We all get a choice to either step out of the way and let uncertainty and opportunity go whizzing by or get out in front of it. At Street Smart, we team up with others bent on turning corners instead of cutting them. We are a team of technical and operational experts who relentlessly and intelligently merge on-demand safety equipment with the latest new-era technologies. We design, configure, deliver, and support traffic safety equipment solutions and pioneering technology integrations for road repair, construction projects large and small, security and events across North America.

Street Smart continues growing at an accelerated pace due to the Street Smart Way of doing business and expanding into growing markets. We believe in treating our customers and team members as stakeholders in the business instead of a means to an end. Due to our continued growth, we are seeking a motivated and growth-oriented person to join our team as a National Support Technician in Columbus, MN. This position is an exempt, full-time role with flexible hours, and reports to the Security Camera Operations Manager. Minimal overnight and out-state travel may be required, up to 2 days per month.

This is an onsite position at our Columbus, MN location.

The National Support Technician is responsible for providing technical support to customers across the country, ensuring the successful customer onboarding and continued operation of mobile, solar powered security and surveillance trailers. This role involves troubleshooting technical issues related to hardware, software, and network systems, and offering solutions to complex problems, and guiding customers through the resolution process. The National Support Technician conducts remote diagnostics, provides expert advice, and acts as a liaison between customers and the broader Street Smart Team.

Some of the key responsibilities include:

  • Configure/set up new products for key customers (includes configuring IP cameras and other software settings)
  • Optimize product configuration to produce a tailored and precise outcome for each customer
  • Create weekly reports for each customer, highlighting the successes/wins
  • Proactively monitor dashboards and review reports regularly to identify and resolve issues
  • Consult with customers regularly to ensure our solution is meeting their needs
  • Handle incoming interactions from customers (issues, requests, adjustments, etc.)
  • Diagnose and troubleshoot basic hardware, software and configuration issues
  • Leverage data and create analyses that will facilitate clear and timely decision-making/problem-solving; improve visibility and usability of our existing data
  • Be a contributing member of cross-functional teams to build and improve customer experiences
  • Ensures that tickets are closed in a timely manner to meet department goals, improve response times, and maintain high levels of customer satisfaction.
  • Other duties as assigned.

This could be a great fit for you if you possess:

  • Documented success supporting connected product solutions in the security, fleet management, or smart home industries.
  • Strong interpersonal and communication skills (both written and verbal)
  • Strong analytical and problem-solving skills
  • Ability to be self-directed and highly motivated with minimal supervision
  • Excellent customer communications, interaction, and problem-solving skills

Required Qualifications

  • Education: High school diploma or equivalent
  • Experience: 3-4 years of customer service experience that includes issue resolution
  • Computer skills and proficiency, especially with Microsoft Office, and Salesforce products.
  • Valid driver's license and ability to qualify for a DOT medical card to drive a Commercial Motor Vehicle

Preferred Qualifications

  • Education: Bachelor's degree

Physical and Mental Demands

The National Tech Support Specialist is predominantly an office-based role, but may at times require assisting with the transportation, setup and deployment of Security Camera Trailers and other equipment. The primary physical and mental demands include:

  • Remains in a stationary position (sitting or standing) 50% of the time.
  • Constantly operates a computer and other office equipment, such as a scanner, copy machine and printer.
  • Communicates with others in their area of expertise, both internally and externally. Exchanges accurate information in these situations.
  • Frequently moves equipment and supplies weighing up to 30 pounds typically, but at times up to 50 lbs.
  • Occasionally, the individual in this position will need to stand, reach, bend, stoop, and kneel.
  • Specific vision abilities required by this job include normal vision.
  • The office environment will have normal lighting and climate control tolerances.
  • Additionally, the office setting will have moderate noise exposure, i.e. business office with computers, printers, and light traffic.
  • Travel conditions may involve being in an aircraft or automobile for extended periods of time.
  • Work is performed mostly in a home office at a minimum of 40 hours a week.

Street Smart Rental, LLC is an equal employment opportunity employer. Street Smart Rental, LLC's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), past or present military service, disability, genetic information, or any other basis protected by applicable federal, state, or local laws. Street Smart Rental, LLC also prohibits harassment of applicants or employees based on any of these protected categories.

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