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

Qualifications & Ideal Profile

• 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.

Additional Information

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

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Still Curious?

If you feel we are a good match for each other, you can apply online now!

If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team directly.

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.

We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you.

We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

Note to recruitment agencies:

We do not accept speculative recruitment agency CVs or profiles. Any unsolicited CV received by Radius will be treated as a gift and not eligible for an agency fee.

PSL agencies should only send CVs via our Applicant Tracking System, when approved to do so by the Radius Talent Team.