Job Description

The Tier 2 Technical Support Representative provides expanded levels of support for complex issues reported by customers. Tier 2 support receives matters that are escalated through Tier 1 representatives. Using a response system provided for case escalation, contacting the end user is required through email and/or a phone call. This position requires well-developed customer care skills and complex problem-solving abilities. Experience with a range of users, including business owners, account holders, drivers, and dispatch administrators, is pivotal. Additionally, the ability to analyze existing solutions to make proactive recommendations for system improvements and to maximize customer retention are vital to success in this role. Tier 2 support representatives also implement new solutions to all supported systems in use by the customer.

ESSENTIAL DUTIES

• Provide continued support and follow-through to ensure resolution of assigned service tickets
• Assess each end user’s technical knowledge, adjusting language and pace to accommodate the end user’s level of understanding
• Effectively interact with disgruntled, upset, or difficult callers, diffusing the situation as appropriate
• Solve technical problems with hardware and software, leveraging the input from other internal subject matter experts, as needed
• Evaluate existing systems and/or user needs to analyze, recommend, and implement changes to their solution
• Diagnose and help resolve internal and/or external causes of failure
• Maintain a detailed log of completed work, using provided incident-tracking system
• Participate in the afterhours rotation

REQUIREMENTS

• Some college or vocational training, up to an Associate’s Degree in a related field and
• 2 – 4 years of relevant experience. An equivalent combination of education and experience is acceptable
• A+ (CompTIA) certification is a plus, as it demonstrates an understanding of the most common hardware and software technologies used in a business environment
• Demonstrated knowledge of GPS Trackit products is required
• Ability to think logically and work patiently through complex troubleshooting situations
• Consistently resourceful and able to take initiative in a dynamic environment
• Advanced customer service skills
• Strong written and oral communication abilities
• Willingness to work extended and flexible work hours

ENVIRONMENTAL/PHYSICAL DEMANDS

The noise level for this job is usually moderate. While performing the duties for this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, use hands to finger, handle or feel and reach with hands and arms. The employee is occasionally required to stand, walk and climb or balance. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required for this job include close vision and distance vision.

WHAT YOU’LL GET

Innovation and collaboration are at the heart of everything we do at GPSTrackit! Our people drive our success, which is why we strive to add only the best to our team of skilled, dedicated professionals. The Account Representative will earn a competitive compensation comprised of base salary and a significant commission target. GPSTrackit offers a generous benefit package that includes medical, dental, vision, disability, life insurance, generous 401k match, paid time off and more.

Company Description

GPS Trackit has grown both organically and through acquisitions. The organization is now poised to take a large leap into the future, propelled by amazing team members. GPS Trackit is on the 2019 “Inc 5000” list for being among the fastest-growing private companies in America. GPS Trackit delivers a powerful and highly-customizable suite of web-based solution, including telematics, GPS tracking, fleet management, video and IoT. Our solutions are specifically designed to help companies improve operations, reduce costs, avoid liabilities, and boost productivity. Unlike many other fleet management providers, we develop and operate our own software. Our Commitment To Equality GPS Trackit is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, age, color religion, national origin, sex, sexual orientation, gender identity, genetics, disability or veteran status or any other characteristic protected by federal, state or local laws.