About the Role:
As a Technical Support Technician you would be responsible for diagnosing, managing, tracking, and resolving RMA cases relating to our Embedded / Hardware products. An important aspect is to intake and analyze customer RMA hardware to perform data recovery of critical data, and document findings while collaborating with Embedded Engineering on failure root cause analysis. This person must have an understanding of IT & Electronic fundamentals . This person must be willing to work full-time out of our Buffalo, NY, office.
What You'll Do:
- Utilize Tier 3 Service Desk to perform data recovery on RMA Hardware. Vehicle Gateway, Dashcam, and Asset Gateway.
- Utilize the resources available on Confluence, Looker, Redash, and various internal tools to review logs, triage issues, and identify failures.
- Document RMA Case notes in the Salesforce Technical Lead ticketing system, and escalate to the correct teams.
- Collaborate with Technical Support and Embedded Engineering on RMA analysis.
- Proactively communicate with team members/other departments regarding product issues to ensure timely resolution.
- Resolve advanced and unique issues utilizing excellent customer service skills, problem-solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure positive customer satisfaction, consulting a higher level if needed.
- Act as an advanced technical resource for internal and external projects.
What We're Looking For:
- 2+ years in a Support / Technical Support role
- Computer Science or Technical background
- Familiar with Hardware & Software Technologies
- Must be a people person, with thorough troubleshooting skills
- Mechanical knowledge and troubleshooting of vehicles a plus
- Proven ability to work independently, with self-direction, to complete tasks and projects in a proactive manner.
- Excellent time management skills and a track record of working in a team environment successfully supporting others.
- Proven communication skills, both written and verbal, with the ability to provide accurate and timely information in a succinct and easy-to-understand manner.
Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please do not let an arrest or conviction record prevent you from applying for employment at KT. KT considers qualified applicants with arrest and conviction records.
Please review our Candidate Privacy Notice here.
#LI-Remote