Technical Customer Support Representative

Radius Limited•De Pere, WI

4h•Onsite

About The Position

We are looking for a full-time Technical Customer Support Representative to join our team. If you are a highly analytical, tech-savvy professional who thrives on troubleshooting complex systems and delivering exceptional service, we want to hear from you! Prior experience in a technical support or hardware/software troubleshooting role is highly ideal for this position.

Requirements

Prior experience working in a technical support desk, IT helpdesk, or telematics environment is highly ideal.
Possess a foundational understanding of how software interfaces with hardware.
Experience working within industry-standard service desk platforms (such as Zendesk, Salesforce Service Cloud, or Jira) to track, escalate, and resolve customer issues is desirable.
Excellent analytical skills; you enjoy solving puzzles, investigating logs, and running diagnostics to uncover the root cause of an issue.
Exceptional verbal and written communication skills, with a proven ability to bridge the gap by explaining technical concepts clearly to non-technical users.
Capable of balancing multiple open tickets and live chats simultaneously while maintaining attention to detail.
Strong interpersonal skills, remaining calm, empathetic, and patient when guiding customers through stressful technical disruptions.
A strong team player who can easily communicate technical findings to internal developers and operations teams.

Nice To Haves

Bilingual Skills (Plus): Fluency in both Spanish and English is a major asset for our diverse customer base.

Responsibilities

Provide Technical Assistance: Offer support to customers via phone, email, and chat, deep-diving into software configurations and hardware diagnostics.
Troubleshoot & Diagnose Issues: Methodically isolate, diagnose, and resolve hardware and software problems related to GPS tracking devices and telematics platforms.
Document Technical Interactions: Maintain detailed logs of customer technical issues, replication steps, and resolutions within the support ticketing system.
Manage & Prioritize Inquiries: Efficiently manage incoming support queues, prioritizing critical fleet issues to ensure minimal downtime for our business clients.
Collaborate with Engineering: Partner closely with internal engineering and product teams to escalate issues and provide product feedback based on customer input.
Build Relationships: Maintain customer trust by translating complex technical realities into clear, reassuring updates.
Adhere to Policies: Follow company communication procedures, data guidelines, and escalation policies to ensure consistency and compliance.

Benefits

A friendly culture that mirrors our proposition to our customers.
A fast-growing organisation that defines itself as being agile and innovative
A drive for continuous improvement, which you will be empowered to get behind from day one.
A commitment to building a working environment that values inclusivity, innovation, agility, and drive.
Retail Discounts
Health and Wellbeing support services
Medical Insurance
Dental Insurance
Vision Plan
401(k)
Company paid holidays
Paid Time Off (PTO)
Voluntary Disability plans