Associate Technical Support Specialist

IntelliShift • Commack, NY

27d • $22 - $25 • Onsite

About The Position

The Associate Technical Support Specialist provides first‑level technical support for IntelliShift’s hardware and software solutions, assisting customers through a real‑time, omnichannel environment including Salesforce, email, and phone. This entry‑level role is ideal for someone looking to build a foundation in technical and product support while working in a customer‑focused organization. You’ll be part of IntelliShift’s Customer Experience (CX) team, collaborating with skilled support professionals dedicated to delivering a high‑quality customer experience.
In addition to supporting customers directly, a key responsibility of this role is assisting with installation verifications, ensuring successful deployments and a smooth onboarding experience for our customers.
This position requires a balance of independent work and collaboration. You’ll be expected to manage customer interactions professionally, respond promptly to support requests, and follow established processes, while also working closely with internal teams and vendor partners. As you gain experience, you’ll have opportunities to expand your technical expertise, handle more complex issues, and grow within the support organization.
This position requires an in-person presence, Tuesday through Saturday at our HQ in Commack, NY.

Requirements

• 1–2 years of experience in a customer support, technical support, or customer‑facing role; exposure to SaaS, mobile applications, APIs, telematics, or data troubleshooting is a plus.
• Interest in working in a fast‑paced, evolving environment within a high‑growth technology company.
• Ability to learn quickly with strong intellectual curiosity and comfort working with complex products where documentation and processes may still be evolving.
• Strong verbal and written communication skills, with the ability to clearly explain technical concepts to both technical and non‑technical audiences.
• Excellent interpersonal and relationship‑building skills, with a customer‑first mindset and a collaborative approach to problem‑solving.
• Passion for customer advocacy and a desire to consistently deliver high‑quality support experiences.
• General technical aptitude and enthusiasm for technology, including how software and hardware solutions can improve customer operations and efficiency.
• Comfort working with data and system tools to investigate, document, and resolve issues (experience with analytics or reporting tools is a plus).
• Ability to manage multiple priorities, stay organized, and remain responsive in a support‑driven environment.
• Self‑motivated and dependable, with the ability to manage daily responsibilities and follow established schedules and workflows.
• Willingness to build deep product knowledge over time to effectively support IntelliShift customers and partners.
• Ability to work on‑site at IntelliShift’s Commack, NY headquarters.
• Availability to work a Tuesday–Saturday schedule once fully trained.

Nice To Haves

• Experience with Microsoft 365 applications or enterprise tools is a plus.
• Associate’s degree or higher in Information Systems, Business, Technology, or a related field is a plus, but not required.

Responsibilities

• Build a strong working knowledge of IntelliShift’s products and services, including hardware, software, analytics, and AI solutions across multiple industries.
• Take ownership of internal and external support requests by diagnosing issues, troubleshooting effectively, and resolving problems using internal systems and tools; escalate to the Product Support team when additional expertise or guidance is needed.
• Accurately document all customer interactions, issues, and resolutions using Salesforce and other business applications to ensure clear communication and continuity of support.
• Collaborate closely with Sales, Product, Engineering, and Customer Experience teams to communicate effectively and help resolve customer issues in a timely manner.
• Assist with hardware installation verifications by working with field technicians to confirm systems are installed correctly and fully operational.
• Contribute ideas and recommendations to improve support processes, documentation, and troubleshooting techniques related to IntelliShift products and services.
• Meet established service‑level expectations related to responsiveness, case management, and overall support efficiency.
• Resolve Tier 1 support issues effectively while managing cases within expected timelines across customer segments.
• Consistently deliver a high‑quality customer experience and maintain strong customer satisfaction across post‑support surveys.

Benefits

• IntelliShift provides company-subsidized medical, dental, and vision insurance for all FT employees, 401K with a 4% company contribution, and Flexible PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree