Product Support Specialist
Core
Main point of contact for hardware support issues, providing assistance via calls, chat, and email to help customers install, connect, and troubleshoot devices.
Role type
Product Support Specialist (Hardware)
Builds
Hardware devices for fleet management and operations
Domain
Transportation and logistics / Hardware / SaaS
Deliverable
client delivery
Required skills
hardware troubleshooting, device installation, connectivity diagnostics, RMA processing, pattern recognition, documentation, time management
Preferred skills
technical customer service experience, empathy, analytical skills, bilingual English
Technologies
ticketing systems, RMA workflows
Responsibilities
Answer inbound inquiries and troubleshoot hardware/installation issues; assess returned devices in the lab; collect and analyze support requests to identify patterns; create and update help articles and documentation; improve support processes and workflows.
Seniority
Entry-level to Junior