Technical Support Specialist
1 week ago
About the Role
We are seeking a skilled Technical Support Specialist to join our team at ikeGPS's Broomfield office. This is a unique opportunity to work with cutting-edge technology and provide exceptional customer support.
Job Description
- Provide timely and quality responses to customer inquiries, troubleshooting technical issues, and resolving complex problems.
- Work closely with cross-functional teams, including Finance, Sales, and Operations, to ensure seamless customer experience.
- Test IKE hardware and software, creating reports and providing feedback to inform product development.
- Create training content and support documentation to empower customers and internal stakeholders.
Key Responsibilities
- Triage, diagnose, and resolve customer support requests in a timely manner.
- Collaborate with the development team to identify and address software bugs, testing new features, and writing bug reports.
- Act as a customer advocate in product planning and development discussions, providing insights and observations to inform product decisions.
- Attend bugs triage meetings to provide customer/user perspective on issues/bugs.
Competencies
- Leadership: motivate and lead the team to deliver output, promoting ikeGPS's core values.
- Self-management: effectively plan and organize work, overcoming obstacles, and following through to completion.
- Integrity: demonstrate fairness, openness, honesty, and consistency in behavior, generating confidence in others.
- Relationship building: build and maintain positive relationships internally and externally, mentoring and guiding peers.
Selection Criteria
- Flexible and adaptable, with excellent communication and problem-solving skills.
- Able to work outside as needed for testing, training, etc.
- Bachelor's Degree in a technology, science, or GIS-related field, or equivalent work experience.
- Familiarity with help desk software (Zendesk), mobile device OS (iOS and Android), CRMs (Salesforce), and computer literacy (PC MS Office).
Estimated Salary Range: $60,000 - $80,000 per annum, depending on experience and qualifications.
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