Telular

Technical Support Specialist

Job Locations US-VA-Herndon
Posted Date 2 months ago(1/8/2018 11:57 AM)
ID
2017-1282
# of Openings
1
Category
Customer Service/Support

Overview

Telular Corporation, a leader in IoT and wireless technology, provides security, home automation, asset tracking, and remote inventory solutions for business and residential customers. For over 30 years, Telular has been providing connectivity solutions that allow people and machines to work together.  SkyBitz is the leading remote asset tracking and information management service provider, specializing in realtime decision-making tools for companies.  We are looking to add another member to our Technical Support team located in Herndon, VA.  

 

Technical Support Specialist reports to the Director of Customer Care and is responsible for providing technical support for SkyBitz hardware and software applications to the SkyBitz customer base via the support portal, email and phone.  The Technical Support Specialist will be responsible for answering hardware and application questions related to software navigation, product configuration and reporting.  They will provide tier-level triage of reported issues and identifying solutions to work.  This position requires a background in providing technical support for Hardware and Software platforms, and along with excellent communication skills, both written and verbal.

   

The candidate needs to possess strong knowledge of engineering, all aspects data analytics and the billing process.  This is not an IT helpdesk position.  

 

 

 

Responsibilities

  • Process in-bound calls, research support requests placed through email portal, and manage resolution of technical issues.
  • Understand and educate customer callers on various system functions
  • Troubleshoot specific hardware and system operational problems encountered by customers and attempt to provide immediate solutions
  • Configuration, provisioning and service plan assignments utilizing internal web based tools
  • Manage the Hardware RMA process for all customers
  • Document all activity in appropriate CRM
  • Inform appropriate departments of certain requests that are initiated by customer, but cannot be performed by customer care
  • Prioritizing numerous issues of varying severity, and effectively manages the resolution of all issues. 
  • Ownership of the data entered into the SkyBitz CRM ticketing system and appropriately updating  both client and SkyBitz teams of status of all issues on a timely basis
  • Collaborate extensively with peers, members of the Customer Experience team, and engineers to resolve client issues while improving the effectiveness of the  team and the information available to our clients
  • Ability to interact with customers and team members with professionalism and maturity
  • Provide resolutions and/or workarounds to customer
  • Seek escalation at appropriately defined times
  • Ensure that customers are getting value from Customer Support by having a professional attitude, regular follow-up, and proactive communication of issues to management
  • Become knowledgeable on all products and applications by working with local product experts on targeted areas.
  • Manage queue on a daily basis by prioritizing tickets, updating status, and documenting all action taken.
  • Perform special projects and other duties as assigned

Qualifications

  • Bachelor’s degree or equivalent; engineering discipline or equivalent.
  • Must have a minimum of 3 years’ experience troubleshooting technical product hardware and software
  • Proficient with MS Office Suite (excel, word, access, outlook).
  • Knowledge of Salesforce
  • Database skills should include a working knowledge of database queries including MS Access, MS SQL and/or Oracle
  • Ability to work well with peers, prioritize and meet deadlines, and able to handle multiple demands efficiently.
  • Demonstrated ability to research and resolve problems using a variety of resources and tools
  • Strong verbal and written communication skills
  • Good organization skills, with ability to properly document and track information
  • Fast learner with intellectual curiosity to understand complex applications
  • Ability to work with others to resolve problems
  • Knowledge of Satellite tracking systems and/or similar technology preferred

 

What we offer

  • A culture that promotes freedom and responsibility
  • A challenging and rewarding career
  • Annual bonus program recognizing individual performance
  • Excellent benefits

 

 Apply on Line: www.telular.com/#Careers   

 

 

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