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Technical Support Specialist Associate

Entry Level

Omnitracs | 1531 - OT US - Ops - Tier 1 | Dallas, TX

Omnitracs, LLC is a global pioneer of trucking solutions for all business models. Omnitracs’ more than 1,000 employees deliver software-as-a-service-based solutions to help more than 12,000 customers manage nearly 1,100,000 assets in more than 70 countries. The company pioneered the use of commercial vehicle telematics over 25 years ago and serves today as a powerhouse of innovative, intuitive technologies. Omnitracs transforms the transportation industry through technology and insight, featuring best-in-class solutions for compliance, safety and security, productivity, telematics and tracking, transportation management (TMS), planning and delivery, data and analytics, and professional services.

JOB SUMMARY: The Associate Technical Support Specialist provides technical assistance, service and training to customers; exercises prudent judgment within the defined processes and practices of Tech Support in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software and hardware; and train and assist customers on the use of systems and applications related to Omnitracs’ products and services.

ESSENTIAL RESPONSIBILITIES AND DUTIES:

• Provide 1st level Customer Technical support and training resolution via e-mail and telephone
• Assists customers in configuring and setting up software applications
• Trains and assists customers on proper use and behaviors of the mobile platforms and applications related to Omnitracs’ services
• Identify, correct and/or advise on technical issues on a customer’s computer systems or mobile platform
• Provides enterprise 24/7 support for all Omnitracs’ products and Services
• Occasionally act as liaisons between the customer and their CSR or ICSR
• Provide Management with weekly status reports

Skills & Requirements

QUALIFICATIONS:

  • EDUCATION:  Bachelors’ degree in Computer Science or Information Systems desired
  • CERTIFICATIONS:  Technical Training or Certificate Program, preferred
  • EXPERIENCE:  0-2 years’ experience of high level technical support, networking, operating systems or software troubleshooting experience; and/or 0-2 years’ experience in a technical customer service role, preferred

KNOWLEDGE/SKILLS/ABILITIES:

  • Working knowledge of hardware Operating systems
  • Working knowledge of database concepts and platforms
  • Understanding of troubleshooting tools and technologies
  • Strong verbal and written skills
  • Excellent analytical skills
  • Ability to troubleshoot and support enterprise-level, web and client-based applications
  • Ability to support standard operating systems
  • Ability to configure software to connect to Internet application servers
  • Ability to identify, correct or advise on technical issues on a customer’s personal/work computer system or mobile device platform.
  • Ability to work independently with minimal instructions and/or direction
  • Ability to multi-task and work with cross-functional teams
  • Ability to test and install software and execute test plan with limited instruction
  • Ability to provide technical support for our internal department