Store Technical Support Specialist

RADAR • San Diego, CA

122d • $30 - $50

About The Position

We are seeking a dedicated IT Support Specialist with a strong background in Helpdesk and customer support to join our dynamic team. The ideal candidate will have solid technical expertise combined with the ability to communicate effectively with both technical and non-technical stakeholders. The IT Support Specialist at RADAR will partner with IT Engineering Teams and other departments outside of the Customer Support structure to deep-dive and find root causes to common issues affecting our customer or deployment strategies. This person is great at driving tasks, projects and issues to timely resolution, has a versatile background focusing mainly on external customers and teams however also working with internal customers. The candidate will also support RADAR’s employee onboarding/off-boarding process. The IT Support Specialist will work with external vendors to ensure Maintenance Dispatches have little impact to no impact to our customers. The appropriate candidate will be someone who thrives in collaborative environments, excels at tackling challenges independently, fosters process improvement and has a solid technical background. This is a hybrid role.

Requirements

• 3+ years Helpdesk/ Customer Support experience
• Capable of explaining technical issues to non-technical audiences
• Able to work independently
• Able to work in a fast-paced environment while exhibiting a strong attention to detail
• Experience using service desk management software to track support requests, monitor KPIs, and enhance performance
• Ability to evaluate, escalate and drive issues to resolution
• Previous experience supporting retail customers
• Strong problem-solving and organizational skills and the ability to think creatively to find solutions to complex issues
• Work well under pressure and manage multiple priorities
• Flexible and able to work additional hours, as necessary
• Able to write reports, business correspondence, and procedure manuals
• Analytical mindset with the ability to analyze data, identify trends and data-driven solutions
• Intermediate knowledge of Linux
• Intermediate Network knowledge
• Strong verbal and written communication skills
• Intermediate knowledge of terminal, CMD, SSH and Telnet
• Ability to collaborate with our partners and hardware teams to streamline maintenance dispatches

Nice To Haves

• Able to script using Linux
• Knowledge of API Integration across business platforms
• Advanced knowledge of Jira Service Management Desk
• Experience using Retool or other automation tools

Responsibilities

• Review and digest training materials to understand the RADAR business model and our core values
• Dive into videos and seminars to gain a better understanding of RADAR’s technology
• Visit RADAR offices to meet with team members and engage in debugging common issues
• Learn about customer support structure
• Learn best practices and ticket-handling processes
• Develop a comprehensive understanding of RADAR support and Helpdesk protocols by reviewing runbooks and how-to guides
• Meet with strategic team members
• Review all processes including escalations, maintenance dispatches and operations
• Independently provide support to customers through Jira and other ticketing tools
• Communicate with customers to guide them through resolutions
• Collaborate with engineering to escalate issues we are unable to resolve
• Collaborate with your manager to produce reports for customers and internal stakeholders
• Participate in on-call rotation schedule
• Adhere to SLA agreements by responding promptly to customers
• Begin owning dispatch process including scheduling with vendor and customers
• Collaborate with Hardware team to ensure RMA equipment is being received and tested
• Resolve complex problems and troubleshoot by referring to related tickets and documentation
• Begin creating/editing documentation for troubleshooting
• Successfully resolve complex problems using acquired knowledge
• Efficiently escalate tickets to L2 and L3 tier teams when appropriate
• Collaborate with Customer’s Support Team to resolve issues related to their environment
• Successfully use monitoring tools and have a solid understand of appliance logs
• Identify processes that can be automated
• Begin automating processes in Jira to increase efficiency
• Manage, escalate, and drive resolution of IT issues through service desk management tools, ensuring adherence to SLAs

Benefits

• Equity
• Comprehensive medical and dental coverage
• Life and disability benefits
• 401k plan
• Flexible time off
• Paid parental leave

What This Job Offers

• Career Level: Entry Level