Tech Support Specialist, Platform Science
$26.64 - $30.00 per hour
More information about location
Telematics and trucking fleet management platform
Posted today
Telematics and trucking fleet management platform
201-500 employees
Posted today
$26.64 - $30.00 per hour
More information about location
201-500 employees
Company mission
To modernize enterprise trucking fleets to meet changing regulatory and consumer demands.
Role
Who you are
- 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
- 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
- Platform Science is looking for a qualified Tech Support Specialist to join our Customer Success team here in San Diego, CA and assist our customers with technical issues associated with our products and services
- Your responsibilities include resolving customer questions, recommending technical solutions and guiding product users through features and functionalities
- Research and identify solutions to software and hardware issues using tools provided
- The shift will be: Friday - Tuesday 12pm-8:30pm PDT
- 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. Despite this, an integrated solution for all of these features is currently missing from the market.
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. Its upward trajectory is set to continue after being awarded $125 million in Growth Capital in 2024, which will accelerate its innovations in the trucking software sector.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
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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