Sr. Customer Support Specialist

US-VA-Herndon
Job ID
2017-2098
# of Openings
1
Category
Customer Service/Support

Overview

Based in beautiful Herndon, VA, we are CalAmp, the pure-play pioneering leader of the Connected Car, Connected Truck and broader Internet of Things (IoT) marketplace. Currently, we are seeking a Sr. Customer Support Specialist with at least 2 years experience. This is an exciting opportunity for those who wish to work for a stable, well-established company that builds transformational technologies within the revolutionary domain of IoT.

 

We believe that people are our greatest asset and we are committed to being an employer of choice in our industry. CalAmp offers an engaging and diverse work environment that permits our people to take pride in their contributions and share in the company’s success. Our employees can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a global team that develops revolutionary technologies. We proudly offer the stability and security of a large publicly-traded tech company without the rigidity and red tape.

In particular, we offer:

  • Meaningful work with the potential to disrupt an entire industry
  • Visionary leadership
  • Excellent compensation packages
  • An extensive suite of medical and retirement benefits
  • Flexible time off policy and accommodating work schedules
  • Education Assistance Program (Tuition Reimbursement)
  • Access to cutting-edge tools and technologies
  • Innovative, intelligent, collaborative teammates

Responsibilities

  • Receives cases escalated from Support Specialists that require additional skills/abilities to resolve
  • Is the second point of escalation for all SaaS application customer support inquiries from customers, resellers, and employees
  • Inquiries may include: CalAmp hardware and software product functionality issues, implementation issues, and technical problems
  • Utilizes knowledge of CalAmp products and procedures to investigate, diagnose, and resolve issues efficiently
  • Documents, reports, and escalates issues as needed and works with appropriate departments
  • Assists with the mentoring and training of newly hired personnel

Qualifications

Must Haves

  • Experience in a support role as a second or third tier resource (received cases escalated from more junior support resources)
  • Demonstrable experience utilizing a trouble ticketing system to manage workload and daily task management
  • 2 years'+ experience providing support for a software application directly to customers
  • Basic SQL query experience
  • Proficiency with Microsoft Excel (pivot tables, VLOOKUP)
  • Strong problem-solving and communication skills
  • Capable of working under minimal supervision

 

Strong Pluses

 

  • Expert knowledge of Microsoft Excel
  • SQL experience (basic to somewhat complex query construction, execution, analysis of resulting data)
  • Experience with GPS technology (particularly related to location-based reporting of assets/vehicles/equipment)
  • Experience with vehicle-based equipment and the associated electrical systems/wiring
  • Knowledge of various cellular data products and associated infrastructure
  • Experience utilizing cellular carrier support portals
  • Experience working with a contracted call center to develop support scripts for a Tier 1 support implementation

 

If you are a talented Sr. Customer Support Specialist with at least 2 years of experience and an interest in the Internet of Things domain, we want to speak with you. Interviews are occurring this week and next so apply now if interested.

 

#L1-JN1

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