Technical Support Specialist

Role overview A customer-facing technical support role focused on diagnosing and resolving complex hardware and software problems for a connected-vehicle IoT platform. The position operates within a 24/7 support model, partnering closely with customers, channel partners, and internal engineering teams to deliver reliable issue resolution across telematics devices, web portals, and integrated third-party technologies.

Responsibilities - Respond to inbound technical inquiries from partners, customers, sales staff, and internal colleagues across phone, chat, and email channels. - Diagnose and resolve hardware and software issues spanning connectivity, installation, device errors, portal configuration, user management, rules, and reporting. - Manage support cases from initial contact through resolution, documenting findings and escalating critical concerns to management when needed. - Coordinate returns and exchanges of telematics devices and accessories with internal departments. - Collaborate with technical teams to troubleshoot integrated partner products such as cameras and keyless entry systems. - Safeguard customer data confidentiality and contribute to global strategic support initiatives.

Requirements - Post-secondary diploma or degree in engineering, computer science, or a related field. - One to three years of experience in customer service or technical support, with one to three years troubleshooting technical issues. - Strong technical aptitude, including familiarity with programming languages and big-data applications. - Clear communication skills with the patience and empathy to explain technical concepts to non-technical users. - Flexibility to work rotating shifts across days, evenings, nights, weekends, and holidays to support continuous operations.

Nice to have - Experience with telematics hardware, network communications, or connected-vehicle platforms. - Background supporting payment systems, subscription workflows, or third-party API integrations.