Job Description

Do you want to be a part of a dynamic Customer Support team, have the opportunity to develop your career and help us grow?

Quake Global is seeking for a Technical Support Tier II to join our Customer Support team. As a Technical Support, you will provide highly visible customer service through the performance of on-site installation, as well as overseeing any necessary troubleshooting, service, and repair of BLE and RFID systems. The ideal candidate would be detail orientated, technically savvy, self-motivated, and have the ability to learn complex systems quickly and must be willing to work rotating shifts.

Founded in 1998, Quake Global is the leading manufacturer of Machine to Machine (M2M) Modems for advanced data acquisition through Satellite, Cellular, Wi-Fi, BLE and GPS. Quake provides powerful solutions for asset management and monitoring utilizing RFID and BLE technologies. With headquarters in San Diego, California, and a network of distribution representatives worldwide, Quake offers an extensive array of solutions, products, and design services for Healthcare and Senior Living, and Industrial marketplace.

This position is based out of San Diego, CA.

DUTIES AND RESPONSIBILITIES:

• Able to resolve product or service problems by clarifying the customer's issue(s); determine the root cause of the issue; select and explain the best solution to resolve the issue; expedite corrective actions and/or adjustments; follow up to ensure resolution.
• Respond promptly to customer needs and requests for service and assistance.
• Resolve and/or escalate after hours emergencies.
• Document customer issues and resolution in CRM.
• Collaborate with Tier 1 customer support team when issues are escalated.
• After hours on-call support is required for this position. The on-call time will be scheduled.
• Perform other related duties as assigned by management.

QUALIFICATIONS:

• An associate degree in Computer Science, Computer Networking or Electrical Engineering
• 2 years of technical support experience is a plus.
• Highly technical problem solver who understands system architecture and hardware and software interaction.
• Experience in RFID & BLE Systems is a plus.
• Familiar with IP Networks, Switches and LAN Technologies.
• Experience with Windows Operating Systems.
• Ability to demonstrate basic navigation in a live system.
• Experience working closely with the Sales team on pre- and post-sales activities.
• Proficient working with MS Office Suit.
• Willing to travel up to 25% within the U.S.
• Ability to recognize emergencies and take proper actions to solve/escalate an issue on and off working hours.
• Positive and energetic communication skills and strong writing skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Must be able to work flexible schedule with rotating shifts including nights and weekends.

Company Description

With over 20 years of industry experience, QUAKE provides powerful solutions for asset management and monitoring. Quake Global has pioneered hundreds of custom solutions for its customers in Healthcare, Senior Living, Heavy Machinery, Transportation and Logistics utilizing RFID, Satellite and Terrestrial communications. Quake is the leading manufacturer of Machine to Machine (M2M) Modems for advanced data acquisition through Satellite, Cellular, and GPS.