IT Customer Support Specialist

About Us

Be part of an exciting, well-funded startup changing the world of retail and beyond. RADAR’s mission is to revolutionize customer experience in retail through precise identification of inventory in the stores and distribution centers, completely transforming the in-store experience for employees and customers alike. RADAR's proprietary hardware and software platform combines RFID, Computer Vision and AI to provide hyper-precise, real-time location of every product and person in physical stores. This unprecedented capability enables some of the world’s top retailers to automate in-store inventory management, analytics, and checkout...and this is just the beginning of what we hope to accomplish together.

About The Job

We are seeking a dedicated IT Support Specialist with a strong background in Helpdesk and customer support to join our dynamic team. The ideal candidate will have solid technical expertise combined with the ability to communicate effectively with both technical and non-technical stakeholders. The IT Support Specialist at RADAR will partner with IT Engineering Teams and other departments outside of the Customer Support structure to deep-dive and find root causes to common issues affecting our customer or deployment strategies. This person is great at driving tasks, projects and issues to timely resolution, has a versatile background focusing mainly on external customers and teams however also working with internal customers. The candidate will also support RADAR’s employee onboarding/off-boarding process. The IT Support Specialist will work with external vendors to ensure Maintenance Dispatches have little impact to no impact to our customers. The appropriate candidate will be someone who thrives in collaborative environments, excels at tackling challenges independently, fosters process improvement and has a solid technical background. This is a hybrid role. 

Responsibilities:

In your first 30 days, you will:

• Review and digest training materials to understand the RADAR business model and our core values 
• Dive into videos and seminars to gain a better understanding of RADAR’s technology
• Visit RADAR offices to meet with team members and engage in debugging common issues 
• Learn about customer support structure
• Learn best practices and ticket-handling processes
• Develop a comprehensive understanding of RADAR support and Helpdesk protocols by reviewing playbooks and how-to guides
• Meet with strategic team members
• Train in-store to better understand how our technology works 
• Review all processes including escalations, maintenance dispatches and operations

In your first 60 days, you will:

• Independently provide support to customers through Jira and other ticketing tools
• Communicate with customers to guide them through resolutions
• Collaborate with engineering to escalate issues we are unable to resolve 
• Collaborate with your manager to produce reports for customers and internal stakeholders
• Participate in on-call rotation schedule
• Adhere to SLA agreements by responding promptly to customers
• Begin owning dispatch process including scheduling with vendor and customers 
• Collaborate with Hardware team to ensure RMA equipment is being received and tested
• Resolve complex problems and troubleshoot by referring to related tickets and documentation 
• Begin creating/editing documentation for troubleshooting  
• Collaborate with HR and our MSP to onboard/offboard employees
• Become familiar with internal device management software and make sure inventory is up-to-date

In your first 90 days, you will:

• Successfully resolve complex problems using acquired knowledge
• Efficiently escalate tickets to L2 and L3 tier teams when appropriate
• Collaborate with Customer’s Support Team to resolve issues related to their environment
• Successfully use monitoring tools and have a solid understand of appliance logs 
• Identify processes that can be automated
• Begin automating processes in Jira to increase efficiency
• Manage, escalate, and drive resolution of IT issues through service desk management tools, ensuring adherence to SLAs.

About You

Required:

• You have 5+ years Helpdesk/ Customer Support experience 
• You are capable of explaining technical issues to non-technical audiences
• You are able to work independently
• You are able to work in a fast-paced environment while exhibiting a strong attention to detail
• You have experience using service desk management software to track support requests, monitor KPIs, an