Technical Support Specialist - Tier 1
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Job Description
Position Overview
As a Technical Support Specialist - Tier 1 at IntelliShift, you will become an expert in our cutting-edge solutions that blend hardware, software, analytics, and artificial intelligence across multiple industries. Your primary responsibility is to deliver exceptional customer support by resolving technical issues, documenting cases, and contributing to an improved support experience through direct collaboration with internal teams.
This role is ideal for someone passionate about solving problems, improving customer satisfaction, and continuously learning in a fast-paced, evolving environment.
Key Responsibilities
- Master the IntelliShift product suite, including vehicle hardware, cloud-based dashboards, mobile apps, and analytics platforms
- Provide first-line support for inbound customer inquiries via phone and email with professionalism and empathy
- Troubleshoot hardware/software issues and offer timely resolutions or alternatives based on established procedures
- Accurately document support cases in Salesforce to streamline the escalation process
- Ensure all case handling aligns with IntelliShift's SLA commitments
- Collaborate with internal departments including Product Support, Customer Success, Account Management, and Product to maintain and improve Knowledge Base content
- Identify recurring issues or user friction points and escalate recommendations for product or process enhancements
- Contribute to a culture of continuous learning by sharing findings and participating in team knowledge-sharing sessions
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.