Tech Support Representative - Full-time

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 II technical support, including advanced troubleshooting and resolution reporting.
• Fielding calls, chats and emails from customers, business partners and internal support teams professionally.
• Support and testing of tracking devices, applications, and web portal(s) to identify problems and opportunities for improvement.
• Product and feature QA testing and reporting to ensure quality prior and post-launch.
• Product expert in 3SI's product offerings and solutions.
• Responsible for assigned areas of responsibility to include specific product expertise and internal/external training.

2. Customer Support and Training (45%)

• Customer onboarding, training, and long-term product support.
• Product training via video platforms for internal and external customers.
• Phone and email support for customers, police departments, and internal departments.
• Maintain multiple email boxes by organizing and responding in a prompt, accurate and professional manner.

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

• Maintain shared resources by managing up-to-date product and process documentation.
• 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.

Knowledge, Skills, and Abilities

• Technically proficient in the handling Tier I and II product support/troubleshooting.
• Experience with troubleshooting GPS, Web Portals, and SaaS Products.
• Experience with Ticketing 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 learn proprietary technologies and systems.
• Team-centric mindset while working well under pressure and adhering to deadlines.
• Professional interpersonal communication skills are a must.
• Skills should include Word, PowerPoint, Outlook 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 department are 7:30 a.m. – 8:00 p.m. ET Mon – Fri, and 9am-5 on rotating Saturdays.

Compensation details: 22-25 Hourly Wage

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