Technical Operations & Support Specialist

Technical Operations & Support Specialist

Full-time

Department:
Customer Service & Operations

Radius Telematics specializes in vehicle tracking and telematics systems, offering market-leading products and services to businesses of all sizes—from those with just a few vehicles to large commercial fleets. We provide sales and support solutions tailored for enterprise, business, and individual accounts.

The Technical Operations & Support Specialist is a hybrid role bridging the gap between physical hardware readiness and advanced technical client support. You will anchor our hardware fulfillment pipeline—provisioning, testing, and managing inventory—while simultaneously serving as a key escalation point for both standard (Tier
1) and complex (Tier
2) technical support cases. This position requires a mix of hands‑on technical aptitude, analytical problem‑solving, and exceptional customer service.

Hours of Operation: Monday–Friday, 8:00 AM – 8:00 PM

Available

Shifts:

• Morning Shift: 8:00 AM – 5:00 PM (Includes 1‑hour lunch break)
• Evening Shift: 11:00 AM – 8:00 PM (Includes 1‑hour lunch break)

Key Responsibilities

• Device Provisioning: Set up, configure, and firmware‑flash telematics devices according to manufacturer specifications and unique customer requirements prior to shipment.
• Account Setup & SLA Execution: Create new customer accounts and link hardware within internal administration tools, managing day‑to‑day platform requirements to consistently meet order dispatch SLAs.
• Inventory Control & Auditing: Maintain real‑time tracking of physical stock movements in the CRM/ERP system. Conduct comprehensive physical Stock Takes at the end of each month.
• Returns & Testing (RMA): Process returned devices, execute hardware diagnostic tests in alignment with workflows, and isolate defective stock.
• Omnichannel Technical Assistance: Provide clear, empathetic support to customers via phone, email, and chat, translating complex technical realities into reassuring updates.
• Tier 1 Troubleshooting: Isolate, diagnose, and resolve standard hardware and software issues related to GPS tracking devices and the telematics platform.
• Tier 2 Advanced Escalations: Serve as the internal expert for complex, high‑priority, or fleet issues. Deep‑dive into hardware diagnostic logs, analyze device configuration files, and investigate firmware behaviors to identify root causes.
• System Defect Isolation: Replicate advanced hardware/software problems in a test environment to verify systemic bugs versus isolated user errors.
• Queue & Downtime Management: Efficiently manage incoming support queues, prioritizing critical enterprise fleet issues to ensure minimal operational downtime for business clients.

Cross‑Functional Collaboration & Documentation

• Engineering & Product Liaison: Partner closely with internal engineering, developers, and the Device Management Team to escalate verified Tier 2 bugs and provide actionable product feedback.
• Technical Documentation: Maintain logs of technical issues, precise replication steps, and final resolutions within service desk platforms (Zendesk, Salesforce, Jira).

Process Improvement

Develop internal documentation, knowledge base articles, and workflows to help shorten resolution times for future Tier 1 and Tier 2 issues.

Qualifications & Ideal Profile

Experience & Technical Skills

• Experience: Prior experience in a technical support desk (IT helpdesk, Tier 2 service desk) or a logistics/hardware fulfillment environment is highly ideal.
• Systems Literacy: Hands‑on experience working within industry‑standard service desk platforms (e.g., Zendesk, Salesforce Service Cloud, Jira) and CRM/ERP systems (Net Suite experience is a major plus).
• Technical Aptitude: Foundational understanding of how software interfaces with hardware, wireless communication protocols, and diagnostic data logging.
• Process‑Oriented: Ability to strictly adhere to warehousing, device handling, and data compliance guidelines.

Core Competencies

• Advanced Problem‑Solving: An analytical mindset that enjoys solving puzzles, digging into technical data, and running diagnostics to uncover root causes.
• Technical Communication: Exceptional verbal and written…