Technical Support Specialist


(Herndon, Virginia)
Full Time
Job Posting Details
About Telular
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 division located in Herndon, VA. SkyBitz is the leading remote asset tracking and information management service provider, specializing in realtime decision-making tools for companies. The Technical Support Specialist reports to the Manager of Local Fleets 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 all aspects data analytics and the billing process. Knowledge of Salesforce is preferred.
* 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
Ideal Candidate
* Bachelor’s degree or equivalent; engineering discipline or equivalent. * Must have a minimum of 3 years’ experience working in the high technology and/or trucking industry with at least three 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 * Database skills should include a working knowledge of database queries including MS Access, MS SQL and/or Oracle * 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. * Knowledge of Satellite tracking systems and/or similar technology preferred
Compensation and Working Conditions
Benefits Benefits included
Reports to Manager of Local Fleets Customer Care


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