Technical Operations & Support Specialist

Radius Limited•De Pere, WI

2d•Onsite

About The Position

The Technical Operations & Support Specialist is a hybrid role bridging the gap between physical hardware readiness and advanced technical client support. You will anchor our hardware fulfillment pipeline—provisioning, testing, and managing inventory—while simultaneously serving as a key escalation point for both standard (Tier 1) and complex (Tier 2) technical support cases. This position requires a mix of hands-on technical aptitude, analytical problem-solving, and exceptional customer service.

Requirements

Prior experience in a technical support desk (IT helpdesk, Tier 2 service desk) or a logistics/hardware fulfillment environment is highly ideal.
Hands-on experience working within industry-standard service desk platforms (e.g., Zendesk, Salesforce Service Cloud, Jira) and CRM/ERP systems (NetSuite experience is a major plus).
Foundational understanding of how software interfaces with hardware, wireless communication protocols, and diagnostic data logging.
Ability to strictly adhere to warehousing, device handling, and data compliance guidelines.
An analytical mindset that enjoys solving puzzles, digging into technical data, and running diagnostics to uncover root causes.
Exceptional verbal and written communication skills, with a proven ability to bridge the gap by explaining technical concepts clearly to non-technical users and developers alike.
Capable of balancing physical inventory/fulfillment tasks alongside an active support ticket queue without sacrificing attention to detail.
Strong interpersonal skills, remaining calm and patient when guiding customers through stressful fleet disruptions.

Nice To Haves

Fluency in both Spanish and English is a major asset for our diverse customer base.

Responsibilities

Set up, configure, and firmware-flash telematics devices according to manufacturer specifications and unique customer requirements prior to shipment.
Create new customer accounts and link hardware within internal administration tools, managing day-to-day platform requirements to consistently meet order dispatch SLAs.
Maintain real-time tracking of physical stock movements in the CRM/ERP system.
Conduct comprehensive physical Stock Takes at the end of each month.
Process returned devices, execute hardware diagnostic tests in alignment with workflows, and isolate defective stock.
Provide clear, empathetic support to customers via phone, email, and chat, translating complex technical realities into reassuring updates.
Isolate, diagnose, and resolve standard hardware and software issues related to GPS tracking devices and the telematics platform.
Serve as the internal expert for complex, high-priority, or fleet issues. Deep-dive into hardware diagnostic logs, analyze device configuration files, and investigate firmware behaviors to identify root causes.
Replicate advanced hardware/software problems in a test environment to verify systemic bugs versus isolated user errors.
Efficiently manage incoming support queues, prioritizing critical enterprise fleet issues to ensure minimal operational downtime for business clients.
Partner closely with internal engineering, developers, and the Device Management Team to escalate verified Tier 2 bugs and provide actionable product feedback.
Maintain logs of technical issues, precise replication steps, and final resolutions within service desk platforms (Zendesk, Salesforce, Jira).
Develop internal documentation, knowledge base articles, and workflows to help shorten resolution times for future Tier 1 and Tier 2 issues.