What are the responsibilities and job description for the Support Specialist position at VELOCITOR SOLUTIONS?
Join a Team That Invests in Your Growth
Velocitor Solutions is seeking customer-focused individuals who enjoy helping people solve problems. As a Technical Support Specialist, you will assist customers and end users through phone, email, and ticket-based support.
This is an excellent opportunity for someone who enjoys technology, customer service, and troubleshooting. We provide training, structured career development, and a skill-based advancement program that rewards employees for expanding their knowledge and capabilities.
Compensation & Career Progression
- Starting pay: $18.00 per hour, with higher starting rates available based on relevant experience, technical skills, and qualifications.
- Structured skill-based advancement program
- Opportunities for pay increases as technical skills are developed and certifications are earned.
- Opportunities to progress to pay rates of up to $24.00 per hour through demonstrated proficiency and achievement of development milestones.
Position Summary
As a Technical Support Specialist, you will serve as the primary point of contact for customers requiring technical assistance, troubleshooting, product support, vehicle safety event review, and issue resolution.
Success in this role requires strong customer service skills, attention to detail, curiosity, the ability to learn new technology quickly, and the discipline to follow documented troubleshooting processes while accurately diagnosing and resolving customer issues.
What You'll Do
- Answer inbound customer phone calls and respond to email support requests
- Review video footage associated with vehicle safety events, including seat belt violations, rolling stops, speeding, harsh braking, and other driving behavior alerts, and accurately determine event validity based on established guidelines.
- Assist customers with product questions and basic technical troubleshooting
- Help customers with device setup and software configuration
- Process warranty, repair, and replacement requests
- Create and update support tickets with accurate and detailed notes
- Follow established troubleshooting procedures and support documentation
- Escalate complex issues to senior technical staff when appropriate
- Provide customers with status updates and follow-up communication
- Contribute to internal knowledge base articles and team resources
- Meet quality, productivity, and customer service expectations
- Continuously develop product knowledge and technical skills
- Perform other duties and responsibilities as assigned to support departmental and business operations.
Qualifications:
What We're Looking For
Required
- High school diploma or equivalent
- Strong verbal and written communication skills
- Excellent listening, critical thinking, and problem-solving abilities
- Ability to learn new systems, products, and technologies quickly
- Strong attention to detail and documentation skills
- Ability to manage multiple tasks in a fast-paced environment
- Demonstrated reliability, consistent attendance, and adherence to assigned schedules
- Ability to follow documented troubleshooting processes and support procedures
- Positive, professional, and customer-focused attitude
- Receptive to coaching, feedback, and continuous improvement
Preferred
- One year of technical support, help desk, call center, or customer service experience preferred but not required.
- Experience using ticketing systems
Work Environment
- Inbound customer support environment
- Support provided through phone, email, and ticketing systems
- Business casual dress code
- No travel required
- Primarily desk-based work
- This position is primarily onsite. Employees are expected to work from the assigned office location during scheduled shifts. Remote work is not routinely available.
Scheduling
Our support team provides coverage 24 hours a day, 7 days a week.
- Assigned schedules may include evenings, weekends, or holidays
- Schedules are established based on business needs
- Shift assignments are communicated in advance whenever possible
Why Join Velocitor?
- Structured onboarding and training program designed to help you succeed from day one
- Weekly or bi-weekly coaching sessions focused on skill development, performance improvement, and career growth
- Monthly performance reviews with clear feedback, goal setting, and development planning
- Opportunities for advancement based on performance, skills, and demonstrated results
- Hands-on experience supporting technology solutions and fleet safety operations
- Collaborative, team-oriented work environment with supportive leadership
- Clear expectations, performance standards, and a defined development path
- Onsite amenities including a cafeteria with free breakfast and lunch, employee lounge, and onsite gym
- Comprehensive benefits package including medical, dental, vision, life insurance, paid time off, paid parental leave, and a 401(k) with company matching, plus more!
Physical Requirements
- Ability to remain seated and work at a computer workstation for extended periods
- Ability to use a computer, telephone, and multiple software applications simultaneously
- Ability to view and evaluate video footage on a computer monitor
- Ability to communicate effectively by phone and electronic communications
Salary : $18 - $24