Technical Customer Support Representative

Job Description

We are looking for a full-time Technical Customer Support Representative to join our team. If you are a highly analytical, tech-savvy professional who thrives on troubleshooting complex systems and delivering exceptional service, we want to hear from you! Prior experience in a technical support or hardware/software troubleshooting role is highly ideal for this position.

Key Responsibilities

• Provide Technical Assistance: Offer support to customers via phone, email, and chat, deep-diving into software configurations and hardware diagnostics.
• Troubleshoot & Diagnose Issues: Methodically isolate, diagnose, and resolve hardware and software problems related to GPS tracking devices and telematics platforms.
• Document Technical Interactions: Maintain detailed logs of customer technical issues, replication steps, and resolutions within the support ticketing system.
• Manage & Prioritize Inquiries: Efficiently manage incoming support queues, prioritizing critical fleet issues to ensure minimal downtime for our business clients.
• Collaborate with Engineering: Partner closely with internal engineering and product teams to escalate issues and provide product feedback based on customer input.
• Build Relationships: Maintain customer trust by translating complex technical realities into clear, reassuring updates.
• Adhere to Policies: Follow company communication procedures, data guidelines, and escalation policies to ensure consistency and compliance.

Qualifications

• Technical Experience & Aptitude: Prior experience working in a technical support desk, IT helpdesk, or telematics environment is highly ideal. You should possess a foundational understanding of how software interfaces with hardware.
• Service Desk Platforms: Experience working within industry-standard service desk platforms (such as Zendesk, Salesforce Service Cloud, or Jira) to track, escalate, and resolve customer issues is desirable.
• Advanced Problem-Solving: Excellent analytical skills; you enjoy solving puzzles, investigating logs, and running diagnostics to uncover the root cause of an issue.
• Technical Communication: Exceptional verbal and written communication skills, with a proven ability to bridge the gap by explaining technical concepts clearly to non-technical users.
• Multitasking & Focus: Capable of balancing multiple open tickets and live chats simultaneously while maintaining attention to detail.
• Empathy & Patience: Strong interpersonal skills, remaining calm, empathetic, and patient when guiding customers through stressful technical disruptions.
• Collaborative Mindset: A strong team player who can easily communicate technical findings to internal developers and operations teams.
• Bilingual Skills (Plus): Fluency in both Spanish and English is a major asset for our diverse customer base.

Benefits of Joining Radius

• A friendly culture that mirrors our proposition to our customers.
• A fast-growing organisation that defines itself as being agile and innovative.
• A drive for continuous improvement, which you will be empowered to get behind from day one.
• A commitment to building a working environment that values inclusivity, innovation, agility, and drive.
• Retail Discounts
• Health and Wellbeing support services
• Medical Insurance
• Dental Insurance
• Vision Plan
• 401(k)
• Company paid holidays
• Paid Time Off (PTO)
• Voluntary Disability plans