Technical Customer Support Representative

Radius Limited•De Pere, WI

46d•Onsite

About The Position

Radius Telematics is seeking a full-time Technical Customer Support Representative. This role is ideal for a highly analytical, tech-savvy professional skilled in troubleshooting complex systems and providing excellent customer service. Prior experience in technical support or hardware/software troubleshooting is highly desirable.

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

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.