Technical Support Specialist (Remote)
Please mention DailyRemote when applying
AI Summary
Who we are
We’re on a mission to transform how fleets operate, using cutting-edge camera technology, AI, machine learning and telematics to make roads safer and businesses smarter.
As an award-winning SaaS company in a high-growth phase, we’re scaling fast and expanding into new markets worldwide. Our technology gives fleet operators real-time visibility, reduces risk, improves efficiency, and helps set new safety standards across the industry.
Join a global, ambitious team and be part of what's next!
The Role
As a Technical Support Specialist, you will be the first point of contact for our customers, guiding them through our hardware and software features and capabilities, ensuring their satisfaction. You will play a crucial role in troubleshooting issues, providing timely solutions, and contributing to the overall success of our customers’ experience. You will also serve as first point of contact for our vast network of Field Technicians, supporting them with installation and service guidance to ensure seamless and successful implementation of our technologies.
What You’ll Do
Customer Focus: Provide technical support to customers via phone, email, and other communication channels.
Problem-Solving: Diagnose and troubleshoot technical issues reported by customers, related to our products or services.
Documentation: Document customer issues and resolutions accurately and thoroughly in our ticketing system.
Collaboration: Collaborate with cross-functional teams, including engineering and product development, to resolve complex technical issues
Escalation Management: Escalate unresolved issues to appropriate teams and follow up with customers to ensure resolution.
Proactive Improvement: Proactively identify trends and patterns in customer issues and provide feedback to improve product quality and customer experience.
Knowledge Sharing: Assist in creating and updating technical documentation, knowledge base articles, and training materials for customers and internal teams.
On-Call Support: Participate in an on-call rotation to provide after-hours support when necessary.
Shift Work: This role includes a variety of shifts to provide support to our global customer base.
**Flexibility to work alternative shift hours is essential.
What we're looking for
Technical Aptitude: Critical thinking with a strong understanding of computer systems, networking, and troubleshooting methodology. A bachelor’s degree in computer science, Information Technology, or related field is desirable.
Experience: 2+ years of experience in a technical support role, preferably in a software or technology company. Fleet telematics background is a huge plus. Salesforce background is required.
Tools and Technologies: Proficiency in using diagnostic tools and remote support technologies.
Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
Customer-Centric Approach: Exceptional customer service skills and a strong commitment to customer satisfaction.
Adaptability: Ability to work independently and collaboratively in a fast-paced environment.
Organization: Detail-oriented with strong organizational and time management skills.
What you'll get
401(k) package
Medical, dental & vision insurance
Career growth in a fast-paced tech environment
Cross-functional collaboration with Engineering & Product teams
High-impact role with customer and field technician interaction
Exposure to fleet telematics and modern support technologies
Please note: This position is open to candidates currently residing in the United States who are authorized to work in the U.S. without current or future employer sponsorship.
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