Technical Operations & Support Specialist

Responsibilities

• Hardware Provisioning & Inventory Management
• Device Provisioning: Set up, configure, and firmware-flash telematics devices according to manufacturer specifications and unique customer requirements prior to shipment.
• Account Setup & SLA Execution: Create new customer accounts and link hardware within internal administration tools, managing day-to-day platform requirements to consistently meet order dispatch SLAs.
• Inventory Control & Auditing: Maintain real-time tracking of physical stock movements in the CRM/ERP system. Conduct comprehensive physical Stock Takes at the end of each month.
• Returns & Testing (RMA): Process returned devices, execute hardware diagnostic tests in alignment with workflows, and isolate defective stock.
• Tier 1 & Tier 2 Technical Support
• Omnichannel Technical Assistance: Provide clear, empathetic support to customers via phone, email, and chat, translating complex technical realities into reassuring updates.
• Tier 1 Troubleshooting: Isolate, diagnose, and resolve standard hardware and software issues related to GPS tracking devices and the telematics platform.
• Tier 2 Advanced Escalations: Serve as the internal expert for complex, high-priority, or fleet issues. Deep-dive into hardware diagnostic logs, analyze device configuration files, and investigate firmware behaviors to identify root causes.
• System Defect Isolation: Replicate advanced hardware/software problems in a test environment to verify systemic bugs versus isolated user errors.
• Queue & Downtime Management: Efficiently manage incoming support queues, prioritizing critical enterprise fleet issues to ensure minimal operational downtime for business clients.
• Cross-Functional Collaboration & Documentation
• Engineering & Product Liaison: Partner closely with internal engineering, developers, and the Device Management Team to escalate verified Tier 2 bugs and provide actionable product feedback.
• Technical Documentation: Maintain logs of technical issues, precise replication steps, and final resolutions within service desk platforms (Zendesk, Salesforce, Jira).
• Process Improvement: Develop internal documentation, knowledge base articles, and workflows to help shorten resolution times for future Tier 1 and Tier 2 issues.
• Qualifications & Ideal Profile
• Experience & Technical Skills
• Experience: Prior experience in a technical support desk (IT helpdesk, Tier 2 service desk) or a logistics/hardware fulfillment environment is highly ideal.
• Systems Literacy: Hands-on experience working within industry-standard service desk platforms (e.g., Zendesk, Salesforce Service Cloud, Jira) and CRM/ERP systems (NetSuite experience is a major plus).
• Technical Aptitude: Foundational understanding of how software interfaces with hardware, wireless communication protocols, and diagnostic data logging.
• Process-Oriented: Ability to strictly adhere to warehousing, device handling, and data compliance guidelines.
• Core Competencies
• Advanced Problem-Solving: An analytical mindset that enjoys solving puzzles, digging into technical data, and running diagnostics to uncover root causes.
• Technical Communication: Exceptional verbal and written communication skills, with a proven ability to bridge the gap by explaining technical concepts clearly to non-technical users and developers alike.
• Multitasking & Focus: Capable of balancing physical inventory/fulfillment tasks alongside an active support ticket queue without sacrificing attention to detail.
• Empathy & Patience: Strong interpersonal skills, remaining calm and patient when guiding customers through stressful fleet disruptions.

Requirements

• Bilingual Skills: Fluency in both Spanish and English is a major asset for our diverse customer base.
• Benefits of joining Radius:
• A friendly culture that mirrors our proposition to our customers.
• A fast-growing organisation that defines itself as being agile and innovative
• A drive for continuous improvement, which you will be empowered to get behind from day one.
• A commitment to building a working environment that values inclusivity, innovation, agility, and drive.
• Retail Discounts
• Health and Wellbeing support services
• Medical Insurance
• Dental Insurance
• Vision Plan
• 401(k)
• Company paid holidays
• Paid Time Off (PTO)
• Voluntary Disability plans
• #LI-JF1
• Stil

Benefits

Additional Information

The Technical Operations & Support Specialist is a hybrid role bridging the gap between physical hardware readiness and advanced technical client support. You will anchor our hardware fulfillment pipeline-provisioning, testing, and managing inventory-while simultaneously serving as a key escalation point for both standard (Tier 1) and complex (Tier 2) technical support cases. This position requires a mix of hands-on technical aptitude, analytical problem-solving, and exceptional customer service. Hours of Operation: Monday-Friday, 8:00 AM - 8:00 PM Available Shifts: Morning Shift: 8:00 AM - 5:00 PM (Includes 1-hour lunch break) Evening Shift: 11:00 AM - 8:00 PM (Includes 1-hour lunch break)

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