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[FULL TIME Remote] Tech Support Specialist | Platform Science
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Quick Overview • Compensation a competitive salary • Position Tech Support Specialist | Platform Science | $27-$30 | Remote (USA) • Company Workwarp • Start Date Immediate openings available • Location Remote   Who We Are At Platform Science, we re working to connect everything that moves. Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe. Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation. We value thoughtful actions and empathy for others. We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team. About The Role Platform Science is looking for a qualifiedTech Support Specialist to join our Customer Success team here in San Diego, CA and assist our customers with technical issues associated with our products and services. Your responsibilities include resolving customer questions, recommending technical solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who s able to earn our clients trust. You should also be familiar with technical help desk software and express an interest to learn about the transportation IoT industry. Ultimately, you will help establish our reputation as a company that offers excellent customer support during Pilot tests and after-sales installs and diagnostics. Research and identify solutions to software and hardware issues using tools provided.  *The shift will be Friday  Tuesday 1200pm  900pm PST Essential Responsibilities  Diagnose and troubleshoot technical issues, including heavy android application support  Track calls to resolution, within agreed time limits  Talk customers through a series of actions, either via phone, email or chat, until they ve solved a technical issue  Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)  Provide prompt and accurate feedback to customers and log cases in Salesforce  Document technical knowledge in the form of Knowledge Base articles within Salesforce  Maintain courteous and professional relationships with clients  Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)  Update our internal databases with information about technical issues and useful discussions with customers  Share feature requests and effective workarounds with team members  Gather customer feedback and document using company tools Experience  Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience  Good understanding of computer systems, mobile devices and other tech products  Ability to diagnose and troubleshoot basic technical issues  Familiarity with remote desktop applications and help desk software (eg. Salesforce)  Ability to provide step-by-step technical help, both written and verbal  Experience using help desk software and remote support tools  Excellent communication and problem-solving skills  Ability to work well under pressure  Flexibility to potentially work shift hours Platform Science Benefits Highlights The company offers various benefits to regular, full-time employees including  Medical, dental, and vision insurance  Short-term and long-term disability insurances  AD&D and life insurance  401k plan  Paid vacation, sick leave and holidays  Six weeks of paid parental leave For more information please see the Benefits Highlights brochure for regular, full-time employees. In addition, you can access the Benefit Highlights brochure for regular, full-time employees by copying and pasting the link into your browser https//www.platformscience.com/benefits This is a non-exempt role. Our job titles for each posting may span across more than one job level. The estimated hourly rate for this position is between $26.64 and $30.00 per hour. The range displayed on each job posting reflects the minimum and maximum target range for new hire hourly rates across all US locations. Compensation packages are based on many factors unique to each candidate, including but not limited to skill set, work experience, relevant trainings and certifications, business needs, market demands and specific geographical location. The hourly pay range is subject to change and may be modified in the future
