Technician I, Support

CalAmp

32d•$16 - $27

About The Position

We are CalAmp, a connected intelligence company that gives people the ability to track, monitor and recover their vital assets with real-time visibility and insights. Currently, we are seeking a Technical Support Specialist with at least 2 years of experience. This is an exciting opportunity for those who align with our core values (Inclusion, Innovation, Execution, Customer Success) and for those who desire to build, sell, and/or support connected solutions and services. Global Technical Support requires Support Specialists be able to provide our customers with the ability to adaptably meet their needs across multiple facets of product, software, and installation support. This position requires you to have the ability to be both proactive independently, and collaboratively on the fly. This position works across different lines of business with high visibility on what we do as both a team and as an individual. The right candidate for this role will be accustomed to not only wearing multiple hats but being able to change them on the fly to adapt to business need.

Requirements

Very strong proficiency in English required
2+ years of general work experience - Telematics, IoT, or Field installation experience with MECP certified devices
1+ years’ experience with light and heavy duty vehicular electrical systems and installation procedures.
1+ years’ experience with a major CRM (Salesforce, Jira, ServiceNow - etc.)
Experience with systematic problem-analyzing and problem-solving practices
Strong customer service orientation
Ability to manage interactions calmly with high urgency
Computer literacy, basic technology troubleshooting skills, and Microsoft Office proficiency
Strong telephone, written, oral communication skills

Nice To Haves

College Degree from an accredited institution
MECP Certification
Lean/Agile methodology experience
Familiarity with light duty/Heavy duty device installation in vehicles.
Experience in the following fields: EMS/Fire/Police Dispatch, Public Safety Field Operations, Public Administration, Emergency Services, Emergency Management
Previous Telematics experience
Previous IoT experience

Responsibilities

Answer inbound requests for support promptly with emphasis on QA and Customer Service
Answer questions, resolve problems and update information as required
Identify hardware and software issues
Diagnose and advise Field Technicians to repair faults
Gather the necessary information for communication to clients both internally and externally
Frequent communication with clients and internal team members.
Analyze problem areas and document processes used for corrective action
Log and track inquiries and compile case statistics
Assist in client training and answering routine questions from clients
Assist in training new Technical Support Specialists
Miscellaneous projects and duties as assigned by leadership team