What are the responsibilities and job description for the Technical Support Specialist (Onsite; Fargo, ND) position at Razor?
Company Overview:
Razor Tracking is a leading provider of real-time telematics solutions, offering advanced fleet and operations management systems. Our innovative platform delivers actionable insights through GPS tracking, dash cameras, and asset management tools, helping businesses enhance productivity, safety, and efficiency. Committed to exceptional service and scalable solutions, we adapt to our clients’ evolving needs with cutting-edge technology and unmatched support. Join our fast-growing team and make an impact in the fleet management industry!
Job Summary:
We are looking for a Technical Support Specialist to join our dynamic and growing team! This role provides advanced customer and system support for Razor Tracking’s software products. The Technical Support Specialist troubleshoots complex technical issues, develops internal documentation and training resources, and plays a key role in optimizing support processes. Acting as a liaison between the support, development, and product teams, this role uses independent judgment to identify system improvements, recommend process enhancements, and deliver a high-quality client support experience.
Key Responsibilities:
Technical Troubleshooting & Customer Support
• Independently troubleshoots and resolves complex customer issues across Razor Tracking’s software platforms.
• Responds to escalated support inquiries through various channels (phone, email, chat) without relying on scripted solutions.
• Analyzes patterns and recurring issues to identify root causes and develop long-term resolutions.
Process Improvement & System Optimization
• Leads and participates in projects to improve internal support tools and workflows (e.g., Vendesk integrations).
• Evaluates support operations and proposes enhancements to improve ticket handling, resolution times, and client satisfaction.
• Collaborates with development teams to escalate issues, suggest system improvements, and influence product stability.
Documentation & Training
• Develops and maintains internal knowledge base articles, troubleshooting guides, and support documentation.
• Conducts training sessions for junior team members and other internal users on technical tools and support protocols.
• Provides feedback on onboarding materials and ensures consistent support delivery standards.
Cross-Functional Collaboration
• Works closely with product, development, and shared services teams to align support operations with business goals.
• Participates in testing new system features and updates, providing feedback to internal stakeholders.
• Supports internal escalations and contributes to improving the overall customer support experience.
Qualifications:
Education:
• Bachelor's degree in a related field such as Computer Science, Information Technology, Engineering, or Business Administration, or associate’s degree with equivalent experience preferred.
Experience:
• 2 years of experience in a technical support role, with demonstrated ability to manage escalated issues and influence support processes.
Technical:
• Basic knowledge of SQL, APIs, and SaaS platforms is a plus.
• Experience with data analytics tools or platforms (e.g., Excel, Power BI, or Tableau).
Preferred Skills:
• Demonstrated ability to build and maintain strong customer relationships.
• Training or teaching experience is an advantage, as this role involves customer training.
• Exposure to documentation and process development for technical products or services.
• Exceptional organizational, written, and verbal communication skills, especially over the phone.
• Physical capability to perform hardware installations (e.g., lifting equipment, working in confined spaces, bending frequently).
Valid driver’s license and ability to travel (less than 25%,) including occasional trips to Canada.
Benefits: Company-sponsored Health, Dental, and Vision (HDV) insurance, 401(k) with company match, Flexible PTO, Employee Assistance Program (EAP), and optional supplemental benefits designed to support your well-being and long-term success
EOE | Disability/Veterans
