Tech Support Specialist, Platform Science

Salary not provided

The estimated hourly rate for this position is between $26.64 and $30.00 per hour

Android

Salesforce

Mid level

Remote from US

More information about location

Telematics & trucking fleet management platform

Job no longer available

Telematics & trucking fleet management platform

501-1000 employees

B2BEnterpriseTransportFreightInternet of Things

Job no longer available

Salary not provided

The estimated hourly rate for this position is between $26.64 and $30.00 per hour

Android

Salesforce

Mid level

Remote from US

More information about location

501-1000 employees

B2BEnterpriseTransportFreightInternet of Things

Company mission

To modernize enterprise trucking fleets to meet changing regulatory and consumer demands.

Job

Company

Role

Who you are

Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (eg. Salesforce)
Ability to provide step-by-step technical help, both written and verbal
Experience using help desk software and remote support tools
Excellent communication and problem-solving skills
Ability to work well under pressure
Flexibility to potentially work shift hours

What the job involves

Your responsibilities include resolving customer questions, recommending technical solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust
You should also be familiar with technical help desk software and express an interest to learn about the transportation IoT industry. Ultimately, you will help establish our reputation as a company that offers excellent customer support during Pilot tests and after-sales installs and diagnostics
Research and identify solutions to software and hardware issues using tools provided
Diagnose and troubleshoot technical issues, including heavy android application support
Track calls to resolution, within agreed time limits
Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)
Provide prompt and accurate feedback to customers and log cases in Salesforce
Document technical knowledge in the form of Knowledge Base articles within Salesforce
Maintain courteous and professional relationships with clients
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Share feature requests and effective workarounds with team members
Gather customer feedback and document using company tools

Our take

The American commercial fleet industry is experiencing some innovative changes, with tech startups aiming to resolve historic inefficiencies in route setting and capacity loading. Trucks of the future will require additional solutions for software management, driver displays, and network connectivity.

Platform Science develops trucking connectivity solutions that unify many modern improvements into a single platform. While the company develops its own tools, its unique selling point is its customisable dashboard, which unifies existing software stacks to bring everything together as an all-in-one logistics freight control centre.

Platform Science's product is highly regarded for improving the driving experience and is in use by major fleets including Schneider, Western Express and Velocity. It has raised significant growth capital which will accelerate its product development, and in 2025 acquired Trimble's global transportation telematics business units to expand its connected vehicle application platform.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

19% employee growth in 12 months

Glassdoor (3.8)

Company

Funding (last 2 of 8 rounds)

Apr 2024

$125m

LATE VC

Feb 2022

$115m

SERIES C

Total funding: $359.9m

Company benefits

Medical, dental, and vision benefits (some plans for employees are 100% covered by Platform Science)
Generous paid time off and company holidays
401k matching
Investment in your professional growth in the company
Wellness programs
Life and disability insurance
Six weeks of paid parental leave

Company HQ

University City, San Diego, CA

Leadership

Jack Kennedy

(CEO & Co-Founder)

Jack served in the US Navy for 5 years before working at the Department of Defense and working in Management Consulting for HighPoint Associates. After roles at Fox Networks, News Corp, and Qualcomm, they founded Platform Science as CEO in January 2016.

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