Customer Support Specialist

At 3

Si, our mission is to make your world, safer. As a global leader in innovative security technology, we help businesses and law enforcement prevent and respond to crime through field-proven solutions and trusted partnerships. With over 100+ years of combined experience through our merged companies, our expertise drives measurable impact in communities worldwide.

We specialize in GPS tracking, video surveillance,and integrated response technologies that deter theft and accelerate criminal apprehension. Designed for retail, financial institutions, law enforcement, and more, our solutions combine cutting-edge tools with unmatched response capabilities. Through our exclusive

Direct To Dispatch ™ technology, verified crime alerts are sent directly to law enforcement dispatch centers in real time-bypassing traditional third-party monitoring delays-to enable rapid, precise response when it matters most.

At 3

Si, meaningful work makes a difference. We’re a purpose-driven team that values innovation, trust, and collaboration. From engineering to sales and support, every role contributes to our mission to protect communities and make the world safer. We offer a hybrid, flexible work culture, competitive benefits, and the chance to grow alongside a team of passionate, dedicated professionals.

Join us—and be part of something that matters. As a Customer Support Specialist, you will serve as a technically skilled resource for our diverse global customer base, sales team, and internal partners—resolving product, application, and connectivity issues that go beyond routine inquiries. This role bridges front-line customer support and light technical support: you will own more complex, hands-on troubleshooting than a Customer Support Representative, while escalating issues to Tier II Technical Support or Tier III Engineering.

In this role, you will need to work well under pressure and manage multiple requests and projects without losing focus.

The ideal candidate combines a customer-first mindset with strong technical aptitude, excellent communication skills, and the ability to work independently. This is a customer-facing role supporting hardware, software, mobile applications, web-based platforms, and cloud/SaaS solutions, with ownership of customer concerns through successful resolution.

• Technical Customer Support:
  Provide Tier I and light Tier II support for hardware, software, mobile applications, web-based platforms, and cloud/SaaS solutions, serving as a point of contact for high-value customers and their loss-prevention and security teams.
• Troubleshooting & Diagnostic:
  Assist customers with device installation, activation, setup, configuration, and upgrades; diagnose connectivity issues involving cellular, satellite, Bluetooth, Wi‑Fi, and networking; and analyze technical logs and diagnostics to identify root causes.
• Issue Resolution:
  Assess customer needs and resolve issues promptly and accurately, maintaining ownership of assigned cases from initial contact through closure.
• Communication:
  Provide customer and sales support via phone, email, and/or chat, communicating technical information clearly to both technical and non-technical audiences.
• Escalation Management:
  Follow established troubleshooting methodologies and escalation processes; identify, document, and elevate product defects and complex technical issues to Tier II Technical Support while ensuring continuity of communication.
• Ticket & Order Management:
  Enter service orders and tickets based on customer requests, and accurately document all interactions, incidents, troubleshooting activities, and resolutions in CRM and ticket management systems.
• After-Hours Support:
  Participate in a rotating After-Hours on-call program, responding to critical customer incidents outside standard business hours (see Additional Comments).
• Customer Enablement:
  Assist customers with onboarding and product adoption; conduct training sessions and webinars to help customers make the most of product functionality.
• Documentation:
  Create and maintain customer-facing support materials, knowledge base articles, FAQs, user guides, and troubleshooting…