Store Technical Support Specialist, Radar

• This person is great at driving tasks, projects and issues to timely resolution, has a versatile background focusing mainly on external customers and teams however also working with internal customers
• The appropriate candidate will be someone who thrives in collaborative environments, excels at tackling challenges independently, fosters process improvement and has a solid technical background
• You have 3+ years Helpdesk/ Customer Support experience
• You are capable of explaining technical issues to non-technical audiences
• You are able to work independently
• You are able to work in a fast-paced environment while exhibiting a strong attention to detail
• You have experience using service desk management software to track support requests, monitor KPIs, and enhance performance
• You have the ability to evaluate, escalate and drive issues to resolution
• You have previous experience supporting retail customers
• You have strong problem-solving and organizational skills and the ability to think creatively to find solutions to complex issues
• You work well under pressure and manage multiple priorities
• You are flexible and able to work additional hours, as necessary
• You are able to write reports, business correspondence, and procedure manuals
• You have an analytical mindset with the ability to analyze data, identify trends and data-driven solutions
• You have intermediate knowledge of Linux
• You have intermediate Network knowledge
• You have strong verbal and written communication skills
• You have intermediate knowledge of terminal, CMD, SSH and Telnet
• You have the ability to collaborate with our partners and hardware teams to streamline maintenance dispatches

Desirable

• We are seeking a dedicated IT Support Specialist with a strong background in Helpdesk and customer support to join our dynamic team. The ideal candidate will have solid technical expertise combined with the ability to communicate effectively with both technical and non-technical stakeholders
• The IT Support Specialist at RADAR will partner with IT Engineering Teams and other departments outside of the Customer Support structure to deep-dive and find root causes to common issues affecting our customer or deployment strategie
• The candidate will also support RADAR’s employee onboarding/off-boarding process. The IT Support Specialist will work with external vendors to ensure Maintenance Dispatches have little impact to no impact to our customers
• In your first 30days, you will:
• Review and digest training materials to understand the RADAR business model and our core values
• Dive into videos and seminars to gain a better understanding of RADAR’s technology
• Visit RADAR offices to meet with team members and engage in debugging common issues
• Learn about customer support structure
• Learn best practices and ticket-handling processes
• Develop a comprehensive understanding of RADAR support and Helpdesk protocols by reviewing runbooks and how-to guides
• Meet with strategic team members
• Review all processes including escalations, maintenance dispatches and operations
• In your first 60 days, you will:
• Independently provide support to customers through Jira and other ticketing tools
• Communicate with customers to guide them through resolutions
• Collaborate with engineering to escalate issues we are unable to resolve
• Collaborate with your manager to produce reports for customers and internal stakeholders
• Participate in on-call rotation schedule
• Adhere to SLA agreements by responding promptly to customers
• Begin owning dispatch process including scheduling with vendor and customers
• Collaborate with Hardware team to ensure RMA equipment is being received and tested
• Resolve complex problems and troubleshoot by referring to related tickets and documentation
• Begin creating/editing documentation for troubleshooting
• In your first 90 days, you will:
• Successfully resolve complex problems using acquired knowledge
• Efficiently escalate tickets to L2 and L3 tier teams when appropriate
• Collaborate with Customer’s Support Team to resolve issues related to their environment
• Successfully use monitoring tools and have a solid understand of appliance logs
• Identify processes that can be automated
• Begin automating processes in Jira to increase efficiency
• Manage, escalate, and drive resolution of IT issues through service desk management tools, ensuring adherence to SLAs

• Use of artificial intelligence or a LLM such as ChatGPT during the interview process will be grounds for rejection of your application process