Technical Support Analyst

1.0 Position Overview

An energetic, team player capable of technically supporting customers regarding cellular gateways, cellular routers, programmable cellular modems, intelligent cellular boosters, device management software, and IoT Platforms. The environment is fast paced and requires the successful candidate to be passionate about customer satisfaction, responsive to changes, self-motivated and possess a high regard for quality.

2.0 Responsibilities

· Working with customers/employees to identify product problems and advising on the solution

· Provide Tier 1 – Tier 3 technical support to: Value Added Resellers, Solutions Providers, OEM’s, Integrators, Carriers, and in some cases end users of all GetWireless supported products and services; this includes telephone, email, and portal support

· Provide courteous, knowledgeable technical support assistance to GetWireless’ customers for all distributed product lines including: cellular gateways and routers, programming telemetry and telematics modems, intelligent cellular boosters, antenna systems, device management applications, and IoT Platforms

· Document all customer support activities in the GetWireless customer support ticketing system

· Thorough follow-up with customers on status of their challenges and verification of problem resolution and satisfaction

· Processing and follow up of customer RMA requests following defined procedures

· Analyzing call / email logs as well as device log files in an effort to spot common trends and underlying problems

· Updating self-help (FAQ) documents / portals to provider greater efficiency to customers to resolve problems quickly on their own

· Assist with pre-sales support if requested by the Sales team or Product Management to GetWireless customers demonstrating product functionality in an effort to determine the best product for their needs

· Work with Product Management / Vendor FAE/Support teams in an effort to resolve escalated technical issues; may involve occasional travel to a customer location

· Execute task requests to the Technical Support group and provide feedback when requests require clarification or requested completion dates are at risk

· Follow customer support and reverse logistics documentation

· From time to time, back up the Operations team to assist with assembly and configuration of Cellular Gateways and Modems per written instructions; including installing SIM cards, expansion cards and updating firmware and configuration files, assembly of coaxial cables to customer order specifications by cutting cable to specified lengths and installing specified cable connectors

· Work effectively in a fast-paced environment

3.0 Knowledge & Experience Required

· 2-year degree or equivalent work experience in IT networking with exposure to cellular data technologies

· Solid knowledge base of cellular networks / working knowledge of IP Networking Technology

· Experience or ability to learn configuring of all GetWireless supported products including cellular gateways and routers

· Ability to technically support customers in a calm and professional demeanor achieving excellent customer satisfaction

· Excellent communicator using proper grammar and spelling when speaking and writing

· PC skills at an intermediate knowledge level for Microsoft Office applications including Outlook, Word, Excel, PowerPoint, and Project

· Experience with Microsoft Office applications including Outlook, Word, Excel, PowerPoint, and Project

Experience with CRM and ticketing systems

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
We follow all CDC Guidelines.

Application Question(s):

• Do you have experience relating to cellular connectivity and IoT solutions?

Education:

• Associate (Preferred)

Experience:

• Technical support: 2 years (Preferred)

Work Location: One location

Salary : $55,000 - $60,000