Telular

  • Technical Support Specialist

    Job Locations US-SC-Fort Mill
    Posted Date 2 weeks ago(4/9/2018 9:55 AM)
    ID
    2018-1314
    # of Openings
    2
    Category
    Customer Service/Support
  • Overview

     

    Telular is a technology leader in IoT solutions for the commercial telematics, security and home automation markets. Its product and service offerings have evolved from the company’s history in fixed wireless terminals to include a broad range of turnkey solutions for industrial IoT and commercial telematics applications. Today, Telular’s portfolio brands combine the power of SaaS, cloud, services, and data analytics to help customers uncover new revenue opportunities, lower operating costs, and improve productivity.

     

    For over thirty years Telular has made smarter connections for its customers. By combining wireless technologies, purpose built devices, and SaaS commercial offerings, the company has been a disruptive force in the IoT market.  A culture of innovation and a dedication to customer success has put the company in a favorable growth position based on a large and loyal customer base and an ever increasing number of applications for its solutions.

     

    The Technical Support Specialist is a dual role.  The TSS is required to handle general customer inquiries, requests, and provide high level technical support on Petroleum Logistics products and offer solutions via phone and e-mail.  Additionally, the TSS will assist our engineering team with system and product testing.  All candidates must have experience with the following:  troubleshooting,  problem solving, and assisting customers using technical knowledge and specialized computer skills. Must be available to work a weekend rotation.   

    Responsibilities

    • Provide customer service support and troubleshooting to Petroleum Logistics Customers.
    • Handle, support and document all customer calls using Jira Service Desk ticketing system.
    • Determine if RMA needs to be issued for defective or failed equipment.
    • Provide application training and software upgrades to Petroleum Logistics Customers.
    • Maintain and increase product knowledge through study and training.
    • Communicate ongoing customer issues with Sales team members and Developers.
    • Work with engineering team to provide test services for new products.

    Qualifications

    • Degree in Electrical or Computer Engineering preferred or equivalent experience.
    • Minimum 2 year’s experience in technical customer service field, troubleshooting hardware and software issues.
    • Demonstrated professional phone manner and presence with a customer-focused attitude toward issue resolution.
    • Knowledge of database queries including MS Access, MS SQL and/or Oracle a Plus.
    • Proficient in computer software (MS Office, Web, Support Tracking).
    • Must be able to understand test scripts and provide system and product testing for developers.

     

    What we offer

    • A culture that promotes freedom and responsibility
    • Casual work environment 
    • Annual bonus program recognizing individual performance
    • Excellent benefits: Health Insurance, Paid Time Off, Paid Holidays, 401K match 

    Local candidates only apply online: www.telular.com/#Careers

     

     

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