Technical Operations & Support Specialist

Company Description

Radius Telematics specializes in vehicle tracking and telematics systems, offering market-leading products and services to businesses of all sizes—from those with just a few vehicles to large commercial fleets. We provide sales and support solutions tailored for enterprise, business, and individual accounts.

Job Description

The Technical Operations & Support Specialist is a hybrid role bridging the gap between physical hardware readiness and advanced technical client support. You will anchor our hardware fulfillment pipeline—provisioning, testing, and managing inventory—while simultaneously serving as a key escalation point for both standard (Tier 1) and complex (Tier 2) technical support cases. This position requires a mix of hands-on technical aptitude, analytical problem-solving, and exceptional customer service.

Hours of Operation: Monday–Friday, 8:00 AM – 8:00 PM

Available Shifts:

• Morning Shift: 8:00 AM – 5:00 PM (Includes 1-hour lunch break)
• Evening Shift: 11:00 AM – 8:00 PM (Includes 1-hour lunch break)

Key Responsibilities

Hardware Provisioning & Inventory Management

• Device Provisioning: Set up, configure, and firmware-flash telematics devices according to manufacturer specifications and unique customer requirements prior to shipment.
• Account Setup & SLA Execution: Create new customer accounts and link hardware within internal administration tools, managing day-to-day platform requirements to consistently meet order dispatch SLAs.
• Inventory Control & Auditing: Maintain real-time tracking of physical stock movements in the CRM/ERP system. Conduct comprehensive physical Stock Takes at the end of each month.
• Returns & Testing (RMA): Process returned devices, execute hardware diagnostic tests in alignment with workflows, and isolate defective stock.

Tier 1 & Tier 2 Technical Support

• Omnichannel Technical Assistance: Provide clear, empathetic support to customers via phone, email, and chat, translating complex technical realities into reassuring updates.
• Tier 1 Troubleshooting: Isolate, diagnose, and resolve standard hardware and software issues related to GPS tracking devices and the telematics platform.
• Tier 2 Advanced Escalations: Serve as the internal expert for complex, high-priority, or fleet issues. Deep-dive into hardware diagnostic logs, analyze device configuration files, and investigate firmware behaviors to identify root causes.
• System Defect Isolation: Replicate advanced hardware/software problems in a test environment to verify systemic bugs versus isolated user errors.
• Queue & Downtime Management: Efficiently manage incoming support queues, prioritizing critical enterprise fleet issues to ensure minimal operational downtime for business clients.

Cross-Functional Collaboration & Documentation

• Engineering & Product Liaison: Partner closely with internal engineering, developers, and the Device Management Team to escalate verified Tier 2 bugs and provide actionable product feedback.
• Technical Documentation: Maintain logs of technical issues, precise replication steps, and final resolutions within service desk platforms (Zendesk, Salesforce, Jira).

Process Improvement: Develop internal documentation, knowledge base articles, and workflows to help shorten resolution times for future Tier 1 and Tier 2 issues.

Qualifications

Qualifications & Ideal Profile

Experience & Technical Skills

• Experience: Prior experience in a technical support desk (IT helpdesk, Tier 2 service desk) or a logistics/hardware fulfillment environment is highly ideal.
• Systems Literacy: Hands-on experience working within industry-standard service desk platforms (e.g., Zendesk, Salesforce Service Cloud, Jira) and CRM/ERP systems (NetSuite experience is a major plus).
• Technical Aptitude: Foundational understanding of how software interfaces with hardware, wireless communication protocols, and diagnostic data logging.
• Process-Oriented: Ability to strictly adhere to warehousing, device handling, and data compliance guidelines.

Core Competencies

• Advanced Problem-Solving: An analytical mindset that enjoys solving puzzles, digging into technical data, and running diagnostics to uncover root causes.
• Technical Communication: