Technical Customer Support

Job Summary

The Technical Customer Support will be responsible for supporting, troubleshooting, and monitoring alarms on Telemetry devices company wide. Mersino has over 1600 Fleet Assets outfitted with telemetry devices, monitoring the health and activity of our equipment. This role will focus on customer service, uptime and managing the growing demands and the needs of our internal and external customers.

Responsibilities

• Manage daily support calls and support tickets
• Maintain and monitor telemetry devices through Internet of Things (IoT) management software
• Make proactive callouts for device status
• Interact with team members to assist in troubleshooting and identifying root cause of system problems
• Manage and troubleshoot the dispersed telemetry systems company-wide
• Aid in the development of an Application Patching Process
• Aid in the process to help improve and enhance the IoT management software

Requirements

• 1+ years’ experience on a Customer Support Team
• Communication skills
• Outstanding Troubleshooting skills
• Ability to think "outside the box"
• Initiative and confidence to research and resolve problems
• Organizational and time management skills
• Ability to work both independently and as a member of a team
• Proficient in Microsoft Office applications
• Experience in a customer facing role
• Ability to work flexible hours

Specific Expectations

• Certifications not required, but are a plus (A+, N+, MCP, MCSA/E, VCP)
• Internet of Things (IOT) knowledge
• Basic Software Development process understanding
• Python, JavaScript, a plus
• MQTTs, Webservices, a plus