Telular

Customer Support Specialist

US-IL-Chicago
6 days ago
ID
2017-1292
# 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.  

 

We are looking to hire a Technical Support Specialist for our SkyBitz Tank Monitoring division located in downtown Chicago. SkyBitz is the leading remote asset tracking and information management service provider, specializing in realtime decision-making tools for companies.

 

The Customer Support Specialist is responsible for providing technical support for SkyBitz hardware and software applications to the SkyBitz Tank Monitoring customer base via the support portal, email and phone.  The Customer 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.

Responsibilities

  • Provide telephone/email technical support/trouble shooting with regard to:
    • Connectivity and wireless signal issues,
    • Differential pressure and sensor technology issues, and
    • Product installation assistance to our Value Added Resellers (VAR) and direct Tank Monitoring customers.
  • Extensive use of the SkyBitz CRM application and TankDataOnline web application
  • Ability to follow internal operations procedures for supporting customers
  • Understand and educate customer callers on various system functions
  • Configuration, provisioning and service plan assignments utilizing internal web based tools
  • Maintain and increase product knowledge through study and training
  • Manage the Hardware RMA process for all customers
  • Prioritizing numerous issues of varying severity, and effectively manages the resolution of all issues. 
  • Ability to make decisions, resolve problems, and use good judgment in a variety of customer support circumstances
  • 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 customers
  • Ability to interact with customers and team members with professionalism and maturity
  • Provide resolutions and/or workarounds to customer
  • 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.
  • Understanding industry and competitive products
  • 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

 

  • Must have a minimum of 3 years’ experience working in the high technology and/or Tank industry with at least 3 years of experience in a 2nd or 3rd line customer support role.
  • Proficient with MS Office Suite (excel, word, access, outlook).
  • 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
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • 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
  • Ability to communicate information well to customers, management, and co-workers verbally and in writing.
  • Ability to make satisfied customers a priority; polite and courteous to all and able to handle difficult customers with respect.
  • Problem solving skills with ability to research problems and search for solutions.
  • Must be dependable with good attendance record and work habits to provide coverage as agreed upon.
  • Proficient in various computer software applications (Excel, Word, Outlook, Access, SFDC & Dynamics CRM)
  • Demonstrates a professional phone manner and presence with a customer-focused attitude toward issue resolution
  • Requires prompt and reliable attendance
  • Experience in wireless, chemical, diesel, propane or gasoline industries preferred
  • Excellent oral communication skills & customer service orientation
  • Bachelor’s Degree with computer and/or electrical engineering knowledge preferred, or equivalent experience

 

 

 

What we offer

  • A culture that promotes freedom and responsibility
  • A challenging and rewarding career
  • Annual bonus program recognizing individual performance
  • Excellent benefits + 401K Match

If you’re looking to further your career with a company at the forefront of its industry, apply today!

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

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