What are the responsibilities and job description for the Technical Support Specialist position at FuelCloud?
Technical Support Specialist
FuelCloud is seeking an experienced Technical Support Specialist to handle advanced troubleshooting and customer support for our cloud-based fuel management technology.
What we do
FuelCloud builds technology that helps companies monitor and manage their bulk fuel. We're taking a high-tech approach to solve old-school problems that organizations of all sizes have with keeping track of the fuel they buy, sell, and use.
Since our founding in 2015, we've received 3 patents, installed Fuel Management Systems around the world, and partnered with some of the biggest companies on earth to build the future of fuel.
What you'll do
As a Technical Support Specialist, your primary responsibility is to diagnose and troubleshoot technical issues for our customers. When you’re not fielding support requests, we need your help improving how effective Technical Support can be. Your responsibilities include:
- Resolving advanced hardware and software issues
- Triaging incoming support tickets to identify high-priority cases
- Leading customer through diagnostic and troubleshooting steps
- Documenting solutions for knowledge base development
- Reviewing and optimizing support processes
What we'll do for you
The Technical Support Specialist position is critical to FuelCloud's ability to support our customers. To reward the best talent, we offer compelling benefits:
- Competitive pay structure with potential commission offering
- Unlimited vacation time
- Full vision, dental and health coverage
- 401k program
Required Qualifications
- Proven Technical Support Experience: Minimum 2 years in a technical support role with demonstrated ability to resolve complex hardware and software issues
- Technical Knowledge: Strong understanding of fundamental hardware and electrical troubleshooting (circuits, fuses, wiring terminals, voltage testing etc). Strong understanding of basic cloud-based software functionality and troubleshooting
- Customer Service Excellence: Track record of maintaining professional demeanor while resolving difficult technical issues
- Project Management: Experience managing multiple high-priority cases simultaneously
- Documentation Skills: Proficiency in creating technical documentation and knowledge base articles
- Growth Mindset: Demonstrated capacity to continue learning and eagerness to take on new challenges is a plus!
Preferred Qualifications
- Experience with fuel management systems or industrial equipment
- Familiarity with Zendesk
Note: This is a technical role that requires hands-on troubleshooting experience. While we provide comprehensive training on our systems, candidates must bring a strong foundation in technical support and problem-solving.