Tech Support Representative

Position Summary

The Technical Support Representative is responsible for providing advanced technical support for web, GPS and mobile app-based hardware and software solutions. In this role, the ideal candidate will have an eagerness to learn and support, an ability to develop processes and procedures, and the drive, experience, and professionalism to work daily with customers, colleagues, and business partners.

Primary Responsibilities

1. Product Technical Support (45%)

• Tier I and II product support, including advanced troubleshooting and interfacing with engineering department for resolution and reporting via Jira Ticketing System.
• Support and testing of tracking devices, APP, and web portal(s) to identify problems, commonalities, trends, and opportunities for improvement.
• Product and feature QA testing and reporting to ensure quality prior to and post-launch.
• Fielding calls and emails from customers, Tracking Support Center, and Field Reps to address escalated issues. This includes interfacing professionally with customers and business partners.
• Product expert in 3SI’s product offerings and solutions.
• Responsible for assigned areas of responsibility to include specific product expertise, advanced internal/external support and to ensure the Tech Support Team is properly trained to provide backup support of your area of expertise.

2. Customer Support and Training (45%)

• Support internal and external customers to establish new accounts including device or mobile app setup.
• Communication / training internal and external customers as required on 3SI products and features. May include hosting webinars, video modules and/or creating product guides.
• Phone and email support for customers, police department, Tracking Support Center, and other internal departments.
• Maintain multiple email boxes by responding to internal and external email requests by providing support or forwarding to correct contact in a complete, accurate and professional manner.

3. Administrative functions related to product / technical support (10%)

• Maintain shared and online product resources by managing up-to-date product and process procedures.
• Provide backup for Tracking Support Center and Data Management units as required to include device installation/troubleshooting, alert and robbery support and police user troubleshooting.
• Perform all other duties and tasks as assigned by the supervisor.

Knowledge, Skills, and Abilities

• Technically proficient individual skilled in the creation and handling of Tier I and II product support/troubleshooting.
• Experience/knowledge of/with GPS and/or wireless products and mobile app technical support skills.
• Have or acquire working knowledge of Apple and Android environments (e.g., Operating Systems, Settings, Devices, App stores) is highly desirable.
• Experience with trouble ticket systems
• Excellent teamwork, writing, presentation, and project management skills.
• Creative problem solver, results oriented, strong time management skills.
• A fast learner with proven ability to effectively coordinate and work on projects internally and externally, in-person and virtually.
• Team-centric mindset while working well under pressure and adhering to deadlines.
• Professional interpersonal communication skills are a must.
• Self-motivated, positive, and hard-working can-do attitude able to work with little supervision.
• Computer skills should include Word, PowerPoint, and Excel. Experience with SharePoint and Jira/Wiki environments desirable.
• Ability to work nights and weekends as needed.

Qualifications

• Bachelor’s degree
• 3-5 years of relevant experience
• 2 years of experience providing technical support
• 2 years of experience working in a customer support role

Additional Comments

• The position will be based in Malvern, PA in a hybrid remote/in-office work environment.
• Standard business hours for this role are an 8 hour shift between 7:30 a.m. – 7:00 p.m. ET.