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 PMAvailable 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) Key ResponsibilitiesHardware Provisioning & Inventory ManagementDevice 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 SupportOmnichannel 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 & DocumentationEngineering & 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. 
