Tech Support Specialist

Platform Science is seeking a Tech Support Specialist to join our Customer Success team and assist customers with technical issues related to our products and services. The role involves resolving customer questions, suggesting technical solutions, and guiding users through product features. The successful candidate will be an excellent communicator, able to gain clients’ trust, and familiar with technical help desk software, with an interest in the transportation IoT industry. The shift will be Saturday - Wednesday 7:30am-4:30pm PDT. Key responsibilities include diagnosing and troubleshooting technical issues, including heavy android application support and tracking calls to resolution within defined time limits. The specialist will communicate with customers via phone, email, or chat to resolve technical issues, escalate unresolved issues to the appropriate internal teams, and provide prompt and accurate feedback, documenting cases in Salesforce. Furthermore, they will document technical knowledge in Knowledge Base articles within Salesforce, maintain professional relationships with clients, analyze product malfunctions, and update internal databases with technical issues and useful discussions.