T1 Technical Support Agent (Bilingual)

Powerfleet

23h • Remote

About The Position

Join our Global T1 Customer Support team as the first point of contact for customers who need help with inquiries, incidents, and common technical or account-related issues. You will provide timely, professional first-level support, work closely with other support tiers and departments, and help deliver a seamless, high-quality customer experience. Support is delivered to customers in the United States and Canada by phone and email, making fluent spoken and written English essential.

Requirements

• Fluent written and spoken English.
• Basic technical knowledge or familiarity with comparable products and services.
• Basic knowledge of hardware and software, plus experience using CRM tools.
• Availability to work shifts.
• A collaborative mindset, attention to detail, and willingness to learn and grow.
• Clear communication: Explain technical solutions to non-technical users with a professional, concise tone.
• Practical problem-solving: Identify likely root causes, apply documented solutions, and know when to escalate.
• Customer focus: Show empathy, patience, and composure when handling challenging situations.
• Organization: Manage multiple cases and prioritize tickets according to urgency and impact.

Nice To Haves

• Approximately one year of customer service or technical support experience is preferred.
• A bachelor’s degree is preferred. Equivalent relevant work experience will also be considered.

Responsibilities

• Respond to customer inquiries via chat, email, or phone in a timely and professional manner.
• Troubleshoot and resolve technical issues and account-related questions.
• Process installation quality-control checks.
• Escalate complex cases to Tier 2 or the appropriate team when necessary.
• Maintain accurate, detailed records of customer interactions in the ticketing system.
• Collaborate with colleagues to improve processes, documentation, and customer satisfaction.
• Work toward performance KPIs, including response time, resolution rate, and customer satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level