Senior Technical Support Specialist

Senior Technical Support Specialist

Position: Technical Support Specialist

Reports To: VP of Technology

Supervises: N/A

Location: Fall River, MA

A2B Tracking Solutions is a leader in software tracking solutions. Tracking is our one and only business. It's all we do. We were pioneers in bar code technology when we started. We are leaders in automatic data capture today. Such focus is why our knowledge of various tracking technologies and our mastery of the myriad of barcode languages are second to none. Our software expertise runs full range from UID, barcode to RFID (radio frequency identification).

The Technical Support Specialist will provide exceptional phone and email support for A2B Tracking’s growing customer base of cloud-based Asset Management software users.

Job Description:

· Provide on-site and remote end user training of Windows based software and hardware.

· Travel will be required as necessary. This would likely entail 3 or 4 two-day trips annually.

· Provide industry leading customer support for our growing customer base.

· This role will also provide technical training to customers

· This role is also responsible for providing level 1 technical support which comes to A2B Tracking via email.

· Technical Writing responsibilities for A2B Tracking internal and customer facing artifacts.

· This is a hybrid role with 1 or 2 days in office weekly.

As a Technical Support Specialist:

· You will problem solve.

· You will gather customer information and evaluate options.

· You will offer solutions to customers in a fast-paced environment.

Responsibilities:

• Handle inbound technical support phone calls and email requests (up to 20 per day).
• Provide technical training to customers for onboarding and as needed.
• Provide articulate, educated answers to customer inquiries.
• Document and manage requests which include tracking and monitoring all technical support requests to ensure timely responses and resolutions.
• Manage multiple, simultaneous requests, working with your manager to establish priority. There will be constant client interaction; all support will take place via phone, e-mail and web-based tools.
• Escalate issues as needed to the engineering team.
• Attend weekly project meetings. Update Monday.com task boards as needed.
• Must be able to problem solve.
• Understand the various products under the A2B Tracking asset management software umbrella and the associated hardware devices.
• Provide on-site and remote training and education to end users including commercial and government customers.
• Work hours are 8:30am - 5pm, Mon-Fri.

Education/Skills/Experience

• 5 plus years in a professional customer-service, tech support or help desk environment.
• Post-secondary education completion
• Excellent written and verbal communication skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong customer service skills.
• Ability to work with minimal supervision and be a self-starter.
• Strong knowledge of the following: Cloud-based software, Windows environment; relational databases; networking (LAN/WAN, Wireless, etc.)
• Other duties as assigned

A2B Tracking Solutions, Inc. offers competitive compensation and benefits. If you are a Professional, who thrives in a fast-paced environment, A2B Tracking Solutions is searching for you.

A2B Tracking Solutions Inc. is an equal opportunity employer.

EOE M/F/D/V