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Technical Support Specialist

GPS Trackit Roswell, GA
  • Posted: 25 days ago
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

The Tier 2 Technical Support Representative provides expanded levels of support for complex issues reported by customers. Tier 2 support receives matters that are escalated through Tier 1 representatives. Using a response system provided for case escalation, contacting the end user is required through email and/or a phone call. This position requires well-developed customer care skills and complex problem-solving abilities. Experience with a range of users, including business owners, account holders, drivers, and dispatch administrators, is pivotal. Additionally, the ability to analyze existing solutions to make proactive recommendations for system improvements and to maximize customer retention are vital to success in this role. Tier 2 support representatives also implement new solutions to all supported systems in use by the customer.

Requirements:

  • Provide continued support and follow-through to ensure resolution of assigned service tickets
  • Assess each end user’s technical knowledge, adjusting language and pace to accommodate the end user’s level of understanding
  • Effectively interact with customer and diffuse situations, as needed
  • Solve technical problems with hardware and software, leveraging the input from other internal subject matter experts, as needed
  • Evaluate existing systems and/or user needs to analyze, recommend, and implement changes to their solution
  • Diagnose and help resolve internal and/or external causes of failure
  • Maintain a detailed log of completed work, using provided incident-tracking system
  • Participate in the afterhours rotation

Qualifications:

  • Ability to think logically and work patiently through complex troubleshooting situations
  • Consistently resourceful and able to take initiative in a dynamic environment
  • Advanced customer service skills
  • Strong written and oral communication abilities
  • Willingness to work extended and flexible work hours

Education/Experience:

  • Some college or vocational training, up to an Associates Degree in a related field and 2 – 4 years of relevant experience. An equivalent combination of education and experience is acceptable
  • Demonstrated knowledge of company products is required
  • A+ (CompTIA) certification is a plus, as it demonstrates an understanding of the most common hardware and software technologies used in a business environment

GPS Trackit

Why Work Here?

High potential opportunity with a fast-growing tech company!

GPS Trackit is on the 2019 “Inc 5000” list for being among the fastest-growing private companies in America. GPS Trackit is a software product development company that delivers a powerful and highly-customizable suite of web-based fleet management solutions. Our solutions are specifically designed to help companies improve operations, reduce costs, and boost productivity. Unlike many other fleet management providers, we actually develop and operate our own software. Our fleet management solutions are made to fit our customers’ businesses, not the other way around. GPS Trackit is an equal opportunity employer. It is the policy of GPS Trackit not to discriminate in hiring and employment on the basis of race, color religion, national origin, sex, disability, age or any other protected class in accordance with all applicable federal, state and local laws.

Address

1080 Holcomb Bridge Rd, Bldg 200, Ste 350, Roswell, GA 30076
Roswell, GA
USA

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