Senior Technical Support Rep

The Senior Technical Support Representative ensures our customers’ success through the delivery of our Tier 1 & 2 technical support functions. The role is responsible for assisting in the setup and training of new customers, answering customer questions about Telogis products and services, researching or escalating cases that require additional attention to reach resolution, and helping users solve problems using Telogis solutions. Support is phone and email based, requiring excellent verbal and written communication skills, outstanding problem solving skills, a positive attitude, and a good-spirited willingness to help.

Senior TSRs are expected to set the example for quality customer service among the team, exercise leadership in coaching, guiding and training other team members, and demonstrate higher levels of maturity in the handling of support cases and escalations. Senior TSRs may be assigned a lead role within the technical support team or as a dedicated service resource/manager for specific enterprise-level accounts.

The ideal candidate will thrive in a dynamic, fast-paced environment and be prepared to grow with the organization through a dramatic growth phase. Senior Technical Support Representatives must be committed to resolving issues for customer success and satisfaction.

This role reports to the Director of Technical Support. This position is based in Austin, TX.

Responsibilities include, but are not limited to the following:

• Handle inbound calls and emails with enthusiasm, a passion for customer service, and positive energy to answer questions about Telogis’ products and services.
• Provide timely, high quality responses to external and internal customer questions and escalations, while balancing the company’s and the customer’s needs.
• Respond promptly and accurately regarding escalation resolution, while actively navigating internal departments and vendors to ensure seamless resolution for all customer issues.
• Strive to resolve problems in early stages.
• Perform web-based training sessions for new and existing customers.
• Coach, guide and train technical support team members.
• Operate within the Support procedures, standards and policies.
• Appropriately advocate for customers and help define ways to continually add value to the customer experience.
• Contribute and expand upon the company’s knowledge management database.
• Engage in company-sponsored and self-motivated training and learning opportunities to expand technical and soft skills, as required, for effective performance.
• Provide timely feedback and ideas to the Director of Technical Support to strengthen the department processes and operations.
• Achieve individual and team performance goals related to customer satisfaction, customer retention, and profitable company growth.

Required Skills / Experience:

• BS or BA required.
• Strong problem solving skills; gathers and analyzes information skillfully
• Excellent written and verbal communication skills, especially the ability to listen and comprehend effectively.
• Capable of managing difficult or emotional customer situations and building rapport.
• Ability to understand and escalate issues efficiently and appropriately.
• Prioritize effectively within tight schedules and a fast pace environment
• Enthusiasm and positive attitude in context to the role.
• Strong work ethic and customer service orientation with high integrity and ethics.
• Commitment to professionalism, follow-through and attention to detail.
• Very strong internet and computer skills.
• High technical aptitude for assimilating technical concepts and new technology.
• Ability to work flexible shift, which may include early morning hours, late night hours or weekend hours.

Desired Skills:

• Experience with support applications, tools and processes.
• Experience delivering both hardware and software support services.
• Experience in systems engineering in wireless networks or GPS
• CS or Engineering background a plus

Experience with one or more of the following technical skills:

• Linux administration
• Postgres or SQL queries
• Ruby
• C#.NET
• Working with developers