Technical Support Specialist

CameraMatics•Boonton, NJ

9d•Remote

About The Position

As a Technical Support Specialist, you will be the first point of contact for our customers, guiding them through our hardware and software features and capabilities, ensuring their satisfaction. You will play a crucial role in troubleshooting issues, providing timely solutions, and contributing to the overall success of our customers’ experience. You will also serve as first point of contact for our vast network of Field Technicians, supporting them with installation and service guidance to ensure seamless and successful implementation of our technologies.

Requirements

Critical thinking with a strong understanding of computer systems, networking, and troubleshooting methodology. A bachelor’s degree in computer science, Information Technology, or related field is desirable.
2+ years of experience in a technical support role, preferably in a software or technology company.
Fleet telematics background is a huge plus.
Salesforce background is required.
Proficiency in using diagnostic tools and remote support technologies.
Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
Exceptional customer service skills and a strong commitment to customer satisfaction.
Ability to work independently and collaboratively in a fast-paced environment.
Detail-oriented with strong organizational and time management skills.

Responsibilities

Provide technical support to customers via phone, email, and other communication channels.
Diagnose and troubleshoot technical issues reported by customers, related to our products or services.
Document customer issues and resolutions accurately and thoroughly in our ticketing system.
Collaborate with cross-functional teams, including engineering and product development, to resolve complex technical issues
Escalate unresolved issues to appropriate teams and follow up with customers to ensure resolution.
Proactively identify trends and patterns in customer issues and provide feedback to improve product quality and customer experience.
Assist in creating and updating technical documentation, knowledge base articles, and training materials for customers and internal teams.
Participate in an on-call rotation to provide after-hours support when necessary.
This role includes a variety of shifts to provide support to our global customer base. Flexibility to work alternative shift hours is essential.