Customer Support Specialist

RADAR•New York, NY

37d•$35 - $55

About The Position

We are seeking two dedicated Customer Support Specialists with a strong background in Helpdesk and Customer Support to join our dynamic team. The ideal candidate will combine solid technical expertise with excellent communication skills to effectively engage both technical and non-technical stakeholders. In this role, you will partner closely with Engineering, Customer Experience, and other cross-functional teams to identify root causes of issues affecting store deployments and overall customer experience. You’ll thrive in a collaborative environment, drive projects to resolution, and champion process improvements that enhance RADAR’s operational efficiency and customer satisfaction.

Requirements

3+ years of experience in Helpdesk, Technical Support, or Customer Support roles.
Proven ability to explain technical concepts to non-technical audiences clearly and effectively.
Proficient SQL knowledge with the ability to analyze data and develop scripts that automate processes and drive team productivity.
Strong problem-solving, analytical, and organizational skills with a high attention to detail.
Experience using service desk management software to monitor KPIs and track customer issues.
Familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices.
Demonstrated ability to evaluate, escalate, and drive issues to timely resolution.
Ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure.
Excellent written and verbal communication skills.
Ability to work independently and collaboratively across teams.
Intermediate knowledge of: Linux, Networking, Terminal. CMD, SSH and Telnet
Strong customer-centric mindset and ability to foster positive relationships with partners and hardware teams.
Flexibility to work additional hours as required to provide issue resolution.
Ability to participate in an on-call rotation schedule

Nice To Haves

Previous experience supporting retail customers or store environments.
Experience with automation frameworks or scripting languages (e.g., Bash, Python, PowerShell).
Background in incident response or root cause analysis frameworks.
Experience using API’s (REST & GraphQL)
Experience in managing multiple projects from start to finish and meeting deliverables.

Responsibilities

Serve as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders.
Partner with IT, Engineering, and other cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments.
Develop and maintain SQL queries and automation scripts to streamline processes, improve team productivity, and SLA adherence
Manage and track support requests using service desk management tools, ensuring timely resolution and accurate documentation.
Drive root cause analysis and ensure effective issue escalation and follow-up.
Maintain strong communication with customers, providing clear explanations of technical issues in accessible, non-technical terms.
Contribute to a culture of continuous improvement within Customer Operations and Store Support processes.