Tech Support Specialist

Platform Science is seeking a qualified Tech Support Specialist to join their Customer Success team in San Diego, CA. The role involves assisting customers with technical issues related to the company's products and services, providing recommendations and guidance, and resolving customer questions. The successful candidate should have excellent communication skills, be familiar with technical help desk software, and express an interest in learning about the transportation IoT industry. This position will help establish the company's reputation for excellent customer support during Pilot tests and after-sales installs and diagnostics.

• Resolve customer questions and technical issues associated with products and services
• Recommend technical solutions and guide product users through features and functionalities
• Diagnose and troubleshoot technical issues, including android application support
• Track calls to resolution within agreed time limits
• Communicate with customers via phone, email, or chat to solve technical issues
• Escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers and log cases in Salesforce
• Document technical knowledge in the form of Knowledge Base articles
• Maintain professional relationships with clients
• Analyze and report product malfunctions
• Update internal databases with information about technical issues and customer discussions
• Share feature requests and effective workarounds with team members
• Gather customer feedback and document using company tools
• Provide step-by-step technical help, both written and verbal
• Use help desk software and remote support tools
• Communicate effectively and problem-solve
• Work well under pressure
• Potentially work shift hours

• Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Salesforce)
• Ability to provide step-by-step technical help, both written and verbal
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Ability to work well under pressure
• Flexibility to potentially work shift hours

• Medical, dental, and vision insurance
• Short-term and long-term disability insurances
• AD&D and life insurance
• 401k plan
• Paid vacation, sick leave, and holidays
• Six weeks of paid parental leave