What are the responsibilities and job description for the Technical Support and Hardware Specialist position at Agile Fleet?
Description
The Technical Support Specialist builds and configures hardware for our clients and helps troubleshoot and resolve problems at client sites. This is accomplished by having a thorough understanding of our product and our client’s needs. WE ARE ONLY SEEKING APPLICANTS THAT CAN COMMUTE ON A DAILY BASIS TO CHANTILLY, VA BECAUSE WE NEED CANDIDATES TO SUPPORT HARDWARE EFFORTS AT OUR CHANTILLY-BASED LOCATION. A HYBRID SCHEDULE MAY BE OFFERED.
To respond, provide a cover letter and resume. If you are great at what you do, we want to hear from you. Please do NOT respond if you are unable to take the time to provide a cover letter that tells us a little bit about you and your interest in this specific position.
WHO ARE WE?
We’re growing and are looking for customer-focused technical staff to join our team. The name of the company is Agile Fleet. (www.AgileFleet.com ). We develop and sell web-based software (and related hardware) that is used to manage fleets of vehicles. Our solution helps government (Federal, state, city, county & local), commercial (e.g., Auto OEMs, oil companies), educational (e.g., large universities to community colleges), and other organizations optimize the use of their vehicles and their fleet staff. Our software is simple to use yet very powerful with respect to the benefits that our customers receive from it. The software provides on-line vehicle reservations, notifications of overdue preventive maintenance, and more. You will get an opportunity to work, firsthand, with some cool technologies such as touch-screen kiosks, automated boxes to hand out and collect car keys, RFID readers, GPS systems and more.
What You'll Be Doing
EXPERIENCE AND SKILLS NEEDED
The Technical Support Specialist builds and configures hardware for our clients and helps troubleshoot and resolve problems at client sites. This is accomplished by having a thorough understanding of our product and our client’s needs. WE ARE ONLY SEEKING APPLICANTS THAT CAN COMMUTE ON A DAILY BASIS TO CHANTILLY, VA BECAUSE WE NEED CANDIDATES TO SUPPORT HARDWARE EFFORTS AT OUR CHANTILLY-BASED LOCATION. A HYBRID SCHEDULE MAY BE OFFERED.
To respond, provide a cover letter and resume. If you are great at what you do, we want to hear from you. Please do NOT respond if you are unable to take the time to provide a cover letter that tells us a little bit about you and your interest in this specific position.
WHO ARE WE?
We’re growing and are looking for customer-focused technical staff to join our team. The name of the company is Agile Fleet. (www.AgileFleet.com ). We develop and sell web-based software (and related hardware) that is used to manage fleets of vehicles. Our solution helps government (Federal, state, city, county & local), commercial (e.g., Auto OEMs, oil companies), educational (e.g., large universities to community colleges), and other organizations optimize the use of their vehicles and their fleet staff. Our software is simple to use yet very powerful with respect to the benefits that our customers receive from it. The software provides on-line vehicle reservations, notifications of overdue preventive maintenance, and more. You will get an opportunity to work, firsthand, with some cool technologies such as touch-screen kiosks, automated boxes to hand out and collect car keys, RFID readers, GPS systems and more.
What You'll Be Doing
- Joining a high performance, customer-focused team of Technical Support Representatives
- Working in the Chantilly, VA office; a hybrid schedule may be offered
- Participating in regular meetings with Support team members to ensure overall team success
- Effectively tracking, prioritizing, and ensuring that support tickets are resolved in a timely and satisfactory manner
- Participating in on-call rotation
- Ensuring efficient escalation of incidents and issues that affect customer production software and hardware to the Development and Product Management teams
- Providing technical support to clients on FleetCommander application as well as hardware and custom interfaces
- Being responsible for building and shipping of customer hardware (e.g., imaging kiosks, RFID readers, CradlePoints, configuring automated key boxes)
- Tracking and maintaining lists of items delivered to customer
- Managing hardware inventory
- Keeping the work area organized and presentable
- Ensuring sales kits, tradeshow, and demo equipment are operational and kept current
- Testing of new hardware firmware from outside partners
- Traveling to client sites if needed (rare occurrence)
- Documenting processes and procedures necessary to resolve application issues and/or best practices
- Assisting with product testing cycles – system and regression testing
- Maintaining key performance indicator goals
EXPERIENCE AND SKILLS NEEDED
- Organization and attention to detail is a must
- Ability to pass a background and drug screening check (due to access to customer data)
- Minimum of 3 years in a technical support, preferably in a customer facing role
- Minimum of 3 years provisioning and maintaining hardware, and troubleshooting hardware problems
- Must possess company’s core values: Professional Fleet Management Company | https://www.agilefleet.com/about
- Bachelor’s degree, or related experience
- Exceptionally strong verbal and written communication skills
- Strong interpersonal skills
- High-level of technical aptitude and an ability to quickly learn new technologies
- Ability to quickly assess situations to pinpoint source of technical issues
- Be a self-Starter with strong organizational skills and drive to power through the daily tasks
- Have the potential to thrive in a fast-paced and high-growth startup environment with evolving responsibilities
- Experience and/or certification with Salesforce or other help desk systems
- Experience working in a SaaS environment
- Experience with Microsoft Suite (Teams, Word, Excel, etc.)
- Inventory management
- Fleet Management Experience
- Experience with meeting Service Level Agreements
- Computer networking knowledge
- Knowledge of and/or experience with EOS® (Entrepreneurial Operating System)
- Salary commensurate with experience
- Matching 401(k) plan
- Generous PTO and flexible, paid holidays, including "paid, paid time off"
- Health, dental and vision benefits
- Flexible work environment with casual dress code
- Training on different hardware and software technologies
- Dynamic and dedicated team members