Technical Support Specialist - Tier 1

Position Overview As a Technical Support Specialist – Tier 1 at IntelliShift, you will become an expert in our cutting-edge solutions that blend hardware, software, analytics, and artificial intelligence across multiple industries. Your primary responsibility is to deliver exceptional customer support by resolving technical issues, documenting cases, and contributing to an improved support experience through direct collaboration with internal teams. This role is ideal for someone passionate about solving problems, improving customer satisfaction, and continuously learning in a fast-paced, evolving environment. Key Responsibilities Master the IntelliShift product suite, including vehicle hardware, cloud-based dashboards, mobile apps, and analytics platforms Provide first-line support for inbound customer inquiries via phone and email with professionalism and empathy Troubleshoot hardware/software issues and offer timely resolutions or alternatives based on established procedures Accurately document support cases in Salesforce to streamline the escalation process Ensure all case handling aligns with IntelliShift’s SLA commitments Collaborate with internal departments including Product Support, Customer Success, Account Management, and Product to maintain and improve Knowledge Base content Identify recurring issues or user friction points and escalate recommendations for product or process enhancements Contribute to a culture of continuous learning by sharing findings and participating in team knowledge-sharing sessions Requirements What You’ll Need to Succeed 1+ years’ experience in technical support, helpdesk, or related customer-facing technical roles Exposure to CRM platforms such as Salesforce or Zendesk Familiarity with SaaS, cloud-based services, or mobile applications is strongly preferred Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users Strong interpersonal skills and a commitment to exceptional customer service Good analytical and critical-thinking skills to diagnose and resolve support issues independently Ability to adapt in a hyper-growth environment with shifting priorities and new product updates Bonus Skills (Preferred but Not Required) Knowledge of telematics, GPS tracking systems, or vehicle diagnostics Experience supporting enterprise clients or B2B platforms Exposure to ticket triaging, SLA-based support, or ITIL concepts Success Metrics TTR, TTA, Case Quality, and other metrics as assigned Accuracy and completeness of case documentation Knowledge Base contributions and reuse Collaboration with cross-functional teams for feedback and continuous improvement Benefits We offer competitive compensation, commensurate with experience; $53k-65K. We also offer outstanding benefits to simplify the lives of our employees and show them how much we appreciate their contributions. IntelliShift provides company-subsidized medical insurance for all employees (and largely subsidized coverage for families), dental, vision, and 401K with a 4% company contribution. This is a full-time onsite role.