Full-Time

Tech Support Specialist

Posted on 5/21/2024

Platform Science

Platform Science

201-500 employees

Configurable open platform for fleet management

Hardware

Entry

Remote in USA

Required Skills
Communications
Salesforce
Android Development
Requirements
  • Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (eg. Salesforce)
  • Experience using help desk software and remote support tools
  • Excellent communication and problem-solving skills
  • Ability to work well under pressure
  • Flexibility to potentially work shift hours
Responsibilities
  • Diagnose and troubleshoot technical issues, including heavy android application support
  • Track calls to resolution, within agreed time limits
  • Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)
  • Provide prompt and accurate feedback to customers and log cases in Salesforce
  • Document technical knowledge in the form of Knowledge Base articles within Salesforce
  • Maintain courteous and professional relationships with clients
  • Analyze and report product malfunctions
  • Update internal databases with information about technical issues and discussions with customers
  • Share feature requests and effective workarounds with team members
  • Gather customer feedback and document using company tools

Platform Science offers a configurable open platform for fleet management, providing modern telematics, enterprise-grade applications, and future-proof solutions. The company empowers fleets to develop, deploy, and manage their commercial vehicles' mobile devices and applications on a single platform, fostering innovation and growth through partnerships with industry leaders.

Company Stage

Series C

Total Funding

$310.7M

Headquarters

San Diego, California

Founded

2015

Growth & Insights
Headcount

6 month growth

-4%

1 year growth

-17%

2 year growth

7%
INACTIVE