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Tier I Tech Support Specialist
Posted on 9/20/2022
INACTIVE
Locations
Remote • San Diego, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Android Development
Salesforce
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)
  • Ability to provide step-by-step technical help, both written and verbal
  • 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
  • Shift schedule is Tues-Fri 10am to 6:30pm PT and Sat 9am to 5:30pm
  • Research and identify solutions to software and hardware issues using tools provided
  • 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 (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Share feature requests and effective workarounds with team members
  • Gather customer feedback and document using company tools
Desired Qualifications
  • Familiarity with the IoT/Telematics industry
  • Salesforce experience
  • Excellent customer support skills
Platform Science

201-500 employees

Telematics & fleet management for trucking
Company Overview
Platform's mission is to make transportation smarter.
Company Core Values
  • One Team: We proudly welcome people of various backgrounds, abilities, and perspectives to join us in creating a better road for the future
  • Resiliency: Work with a team that thinks outside the box to come up with innovative solutions
  • Empathy: Know your feelings are valid and valued by the people on your team and within the company
  • Thinking: Feel confident sharing your ideas with others and encourage your teammates to openly express their thoughts
  • Transparency: Strive for open, honest communication with your fellow team members to establish a mutual sense of trust