Technical Support Advisor
Overview
Our company, a leader in fleet management solutions including advanced video telematics systems, is seeking a detail-oriented and customer-focused Technical Support Advisor. This position is vital for ensuring the seamless operation and support of our technology solutions used by clients worldwide. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a commitment to providing outstanding customer service.
Responsibilities
- Provide technical support to customers via phone, email, or chat, ensuring timely and accurate resolution of issues
- Diagnose and troubleshoot software and hardware problems related to fleet management and video telematics systems
- Guide customers through detailed, step-by-step solutions or prepare for a more advanced repair process
- Document customer interactions, problems, and solutions within the customer relationship management (CRM) module in our ERP
- Maintain a deep understanding of the company’s products and configurations
- Update knowledge base with new troubleshooting tips, problem resolution steps, and corrective measures
- Escalate unresolved issues to the appropriate internal teams, providing necessary documentation and insights
- Offer feedback to the product development teams to help in enhancing the product based on customer interactions and issues
- Participate in training sessions to stay updated with the latest technology and product updates
- Assist in creating support documentation and user manuals based on frequently encountered customer issues and requests
Required Qualifications
- Associate or Bachelor’s degree in Computer Science, Information Technology, or related field
- 2+ years of experience in technical support, ideally in the telematics, automotive, or related technology sector
- Strong understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Excellent interpersonal communication and customer service skills, with an aptitude for handling stressful situations
- Proficient in documenting and explaining complex issues in a clear, concise manner
- Willingness to learn new technologies and support new products as required
- Ability to work flexible hours, including nights or weekends, if necessary
Desired Skills
- Experience with CRM software and ticketing systems
- Familiarity with GPS systems and video recording technology
- Certification in Microsoft, Cisco, or similar technologies
This role is perfect for a tech-savvy individual who enjoys solving problems and helping customers achieve the best possible experience with their technology solutions. The Technical Support Advisor is an essential part of our team, ensuring the reliability and effectiveness of our innovative products.