The Technical Support role is responsible for providing remote assistance and troubleshooting to internal field technicians and external customers, including key accounts. This role involves resolving technical issues, delivering exceptional customer service, and ensuring customer satisfaction. The ideal candidate will have strong technical expertise, excellent communication skills, and a commitment to providing top-tier support.

Position 1&2 : Sun-Tues 12:00am-8:30am, Wed 12:00am-4:00am

Position 3&4 : Sun-Tues 3:30pm-12:00am, Wed 3:30pm-8:00pm

Position 5&6 : Wed 4:00am-8:30am Thurs-Sat 12:00am-8:30am

Position 7&8 : Wed 7:30pm-12:00am, Thurs-Sat 3:30pm-8:00pm

Essential Duties & Responsibilities

• Respond to inbound calls, emails, and chats from internal field technicians and external customers regarding technical inquiries and issues with telematics devices and sensors.
• Troubleshoot and resolve advanced issues, providing expert advice to ensure timely problem resolution.
• Document customer interactions and outcomes accurately within the designated CRM or support software.
• Escalate unresolved issues to the Team Lead or appropriate teams.
• Meet or exceed agreed Key Performance Indicator (KPI) targets to ensure a professional and efficient support experience.
• Contribute to the development and maintenance of knowledge base articles and support documentation.
• Proactively identify and communicate recurring issues, providing feedback to improve processes and product quality.
• Adhere to departmental processes and procedures to maintain consistency and service quality.
• Deliver clear and effective communication, both internally and externally, while building rapport with customers at all levels.
• Flexibility to work in a 24/7 rotating support schedule, including nights, weekends, and holidays, as needed.

Other Jobs You May Be Interested In

Education

• A high school diploma or general education degree (GED) is required.

Experience, Skills, Knowledge, and Abilities

• 2-4 years of experience delivering high-quality customer service in a contact center or customer-facing role.
• Proven technical support experience, preferably in software or hardware support.
• Knowledge of telephony systems or troubleshooting tools is a plus.
• Strong troubleshooting and problem-solving skills with attention to detail.
• Ability to learn quickly and apply knowledge to resolve issues effectively.
• Exceptional verbal and written communication skills.
• Experience in the automotive or logistics industry is valued but not required.
• High learning agility and adaptability to new processes and technologies.
• A commitment to going the extra mile for customers and taking ownership of issue resolution.

Work Environment

• This is a fully remote position requiring a quiet, professional home office setup with reliable internet access.
• The role involves regular communication via phone, email, chat, and CRM platforms.

We are an equal-opportunity employer and value diversity. We make hiring and other employment-related decisions based on qualifications, merit, and business need and without regard to race, color, age (except as required to comply with applicable laws), religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, gender identity or expression, marital or domestic partner status, ancestry, national origin, medical condition, genetic information, military or veteran status, mental or physical disability, or any other status or characteristics protected by applicable laws and regulations. We will not tolerate discrimination or harassment based on any of these characteristics.

Job Type: Part-time

Pay: From $22.00 per hour

Expected hours: 28 per week

Compensation Package:

• Hourly pay

Schedule:

• 4 hour shift
• 8 hour shift

Experience:

• Telematics or GPS: 1 year (Required)

Work Location: Remote