Tier 1 Technical Support Specialist

As a Positrace Technical Support Specialist, your primary responsibility is to provide first-level technical support for customers using our GPS products and services. 

You will be the initial point of contact for customers seeking assistance with various technical issues, ensuring that their problems are resolved in a timely and efficient manner. This role requires strong project management skills, an understanding of our GPS systems and the ability to communicate technical information in a user-friendly manner.

This role is critical in ensuring customers have a positive experience with our products and services. Your technical expertise and ability to communicate effectively with customers will be key in resolving their issues and fostering loyalty.

Key Responsibilities:

1. Customer Assistance: Serve as the first point of contact for customers seeking technical support
2. Troubleshooting: Offer step-by-step guidance to customers for diagnosing and resolving common technical issues, such as GPS signal problems, software glitches, or map inaccuracies.
3. Knowledge Base Utilization: Refer to and contribute to the knowledge base of common technical issues and their solutions. Leverage this resource to provide consistent and accurate support.
4. Escalation Point: When a customer issue requires advanced technical expertise or cannot be resolved at the Tier 1 level, escalate the case to Tier 2 support while providing all necessary information and context.
5. Customer Education: Educate customers on the proper use of GPS devices, installation, installation manuals and best practices, and software (Locate, GPSP locate, PosiTrace Mobile App, Apollo ELD), including performing software updates.
6. Documentation: Maintain detailed records of customer interactions, issues, and resolutions within the support ticketing system. Ensure that all documentation is accurate and up-to-date.
7. Quality Assurance: Follow established support processes and quality assurance guidelines to ensure consistent and high-quality customer interactions.
8. Feedback Loop: Provide feedback to the product development team about common customer issues and suggestions for product improvement through escalation to Tier 2. Help bridge the gap between customer needs and product development by listening to the customer and documenting their requests and feedback to then escalate it to Tier 2 for further review. 
9. Emergency Response: Handle emergencies, such as lost or stolen devices, by providing directions or coordinating with appropriate team members.
10. Point of contact for installers for basic troubleshooting. 
11. Billing assistance, guiding customers to upload their payment method online, providing email and ticket guidelines. 
12. RMA, device upgrade follow up and resolution - with Tier 2 direction
13. Ownership of resolution about technical issues, even when asking for assistance. 
14. Continuous Learning: Stay up-to-date with new GPS technologies, product updates, and industry trends. Participate in training sessions and keep improving technical skills.
15. Customer Satisfaction: Strive to maintain and improve customer satisfaction by resolving issues efficiently and providing excellent customer service. Promote Ticket rating use.

Skills required:

• Excellent customer service skills
• Strong project management skills
• Attentive to small details
• 2-5 years of experience as a Technical Support Specialist or Technical Support Analyst
• Professional phone manner, including patience, empathy and a knack for understanding customer needs
• Strong organizational, time management skills
• Basic electronics knowledge
• Knowledge of GPS Tracking, and cellular and satellite networks is an asset
• The ability to diagnose and troubleshoot software and hardware issues
• Proactive approach to solve problems and resourcefulness 

Education:

• Post-Secondary certificate, diploma in IT, Electronics or Engineering

Terms of Employment and Work Schedule:

• Full time
• Monday to Friday
• 40 hours per week