Technical Support Specialist
Core
Frontline technical support representative delivering multi-channel (phone, email, chat) resolutions for SaaS and hardware issues, including remote device actions and escalation management.
Role type
Senior IC Technical Support Specialist
Builds
Customer support operations for Motive's fleet management platform serving transportation, logistics, and field service industries
Domain
SaaS / Fleet Management / Hardware Support
Deliverable
client delivery
Required skills
Multi-channel support (phone/email/chat), remote device actions, case tracking systems, SLA management, hardware/firmware troubleshooting, API familiarity, fluent English and Spanish
Preferred skills
Computer Science/Engineering background, proven excellence in frontline multi-channel support
Technologies
Genesys, Amazon Connect, Salesforce
Responsibilities
Triage and resolve technical issues across phone, email, and chat; execute remote device actions and health checks; manage escalation pathways for P1/P2 incidents; maintain queue adherence and SLA expectations; document cases and flag repeat patterns for continuous improvement
Seniority
Mid-level, hands-on IC