Technical Support Specialist
About The Position
Responsive recruiter Benefits: 401(k) Free food & snacks Health insurance Opportunity for advancement Join a Leading Communications Technology Company Leading the way in two-way radio and Push-to-Talk over Cellular (PoC) technologies, Hytera US Inc. caters to vital communications areas such as commercial companies, public safety, education, and hospitality. Being a leading innovator in the field with state-of-the-art DMR technology and excellent audio quality, we are looking for a remarkable technical services associate to help us expand in this highly promising area. About the Role We’re looking for a customer-facing Push-to-Talk over Cellular (PoC) Technical Support Specialist to support users who rely on mission-critical communication tools in the field. In this role, you’ll be the primary point of contact for customers using our Push-to-Talk over Cellular system—helping them stay connected, troubleshoot real-time communication issues, and ensure reliable performance across devices, networks, and environments. Because Push-to-Talk systems are often used in time-sensitive, operational settings (field teams, logistics, security, construction, transportation, etc.) , your ability to respond quickly, communicate clearly, and resolve issues efficiently directly impacts customer success.
Requirements
- 2+ years in a customer-facing technical support or customer success role
- Strong communication skills with a calm, professional, and customer-first approach
- Experience troubleshooting mobile apps, connectivity issues, or real-time communication systems
- Ability to diagnose problems involving devices, networks (cellular/Wi-Fi), and user configuration
- Comfortable working in fast-paced environments where uptime and responsiveness matter
- Familiarity with support tools (Zendesk, Intercom, Jira, etc.)
- Ability to clearly explain technical issues to non-technical users in the field
- Excellent problem-solving and communication skills.
- Ability to work independently and in a team
Nice To Haves
- Experience with Push-to-Talk over Cellular (PoC/PTT), dispatch systems, or radio replacement technologies
- Background in telecommunications, mobile networking, or SaaS communication platforms
- Understanding of LTE/5G connectivity, VoIP, or real-time audio systems
- Experience supporting field-based industries (logistics, public safety, construction, transportation)
- Exposure to device provisioning, MDM systems, or SIM-based deployments
- Strong computer knowledge for software and hardware troubleshooting
- Proficiency in Microsoft 365 Office suite
- Exceptional work ethic
Responsibilities
- Serve as the first line of support for customers using our Push-to-Talk over Cellular platform
- Assist users with device setup, configuration, provisioning, and connectivity issues
- Troubleshoot real-time communication issues (audio, latency, group/channel access, network behavior)
- Support mobile and web-based PoC applications across iOS, Android, and desktop environments
- Work directly with customers via phone, chat, and email to resolve urgent issues quickly and clearly
- Help customers understand how to best use Push-to-Talk features in their workflows
- Escalate and document bugs, outages, and performance issues with detailed technical context
- Partner closely with engineering and product teams to diagnose recurring issues and improve system reliability
- Monitor support trends to identify common field challenges and improve customer experience
- Maintain clear documentation and help guides tailored to real-world user scenarios
Benefits
- 401(k)
- Free food & snacks
- Health insurance
- Opportunity for advancement
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
