Synapse Its

Description:

The Technical Support Specialist is to provide world class hardware technical support to customers of Synapse ITS products, by answering initial questions/requests and providing step-by-step guidance, utilizing ticketing software, CRM software, ERP software and other tools to successfully resolve issues and processing warranty RMA claims, ensuring customer satisfaction. The ideal candidate should possess exceptional communication phone and writing skills, attention to detail, and a strong technical aptitude.

Candidate shall be responsible for technical understanding throughout product life cycle from development, pre-sales support, post-sales support, and end-of-life. This includes how they are designed, manufactured, tested, used, diagnosed, re-worked, and recycled. 

Ideal candidates will have prior experience working with signalized traffic intersections including theory of operation. This technical position requires working knowledge of troubleshooting electrical/electronic systems.

Essential Job Functions

• Provide timely and accurate information to customers regarding troubleshooting, diagnostics, and installation guidance.
• Work closely with the engineering and marketing teams to develop content for training tools, manuals, knowledge portals and technical bulletins.
• Use a ticketing system to open, track and close customer issues.
• Provide necessary reports and feedback to product management, sales, marketing, and engineering departments to develop requirements and requests for product modifications that are frequently requested by customers and either fix issues or enhance the ease-of-use or functionality of the product(s).
• Capture recurring issue patterns and escalate to Product Management/Product Development with clear reproduction steps and supporting data.
• Demonstrate proficiency in MS Office, HubSpot CRM, and other internal software systems for generating reports, maintaining records, and communicating internally.
• Train distributors, contractors, and internal staff on product installation, configuration, and maintenance.
• Provide occasional on-site support or training at customer locations or Synapse ITS facilities.

Requirements:

Education: High school diploma or GED mandatory, technical associate’s degree or bachelor's degree is highly preferred.

Skills:

• Excellent interpersonal and communication skills, with the ability to effectively interact with customers and internal teams.
• High technical acumen with electronic traffic intersection hardware and software systems.
• Strong understanding of traffic signal controls and pedestrian safety.
• Patience with customers and excellent phone communications skills to effectively troubleshoot and guide customers in a systematic manner to resolve their issues.
• Ability to explain technical products to non-technical and technical audiences.
• Solid problem-solving skills.
• Ability to work collaboratively with cross-functional teams and field application engineering team to meet customer needs.
• Technical writing skills.
• Ability to work independently, take action, and be results-oriented.

Experience:

• Minimum of four (4) years of full-time work experience in a hardware technical support capacity, preferably in the intersection control or Intelligent Transportation Systems (ITS) marketplace.
• Extensive experience in the traffic industry, with a deep understanding of signalized intersection technology and theory of operation.
• Experience in traffic engineering fundamentals, signalized intersection control theory, and ITS technology application preferred.
• Experience as a signal technician is highly preferred.
• International Municipal Signaling Association (IMSA) Level 1, 2 or 3 Signal Technician certification preferred.
• Experience developing technical manuals and/or technical training materials preferred.