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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical support capabilities with a focus on multi-channel communication, issue resolution, and collaboration with cross-functional teams. Proficient in managing customer expectations and adhering to service level agreements while providing timely and effective solutions.
Highest-signal resume keywords
Technical Issue ResolutionGenesys/Amazon Connect ProficiencySalesforce Case ManagementBilingual Communication (Spanish and English)SLA Adherence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Case Tracking SystemsAPI ExpertiseHardware TroubleshootingFirmware TroubleshootingRemote Device ActionsDevice Health ChecksTriage and TroubleshootingDocumentation of Customer IssuesChange Management RequestsQueue Adherence
Soft Skills
Empathetic CommunicationCollaborative MindsetOwnership and AccountabilityProfessional CommunicationClear Communication
Industry Keywords
U.S. Export Administration RegulationsTechnical SupportMulti-Channel SupportCustomer IssuesEscalation Workflows
About the role
Key responsibilities & impact- Provide multi-channel frontline support through phone, email, and chat
- Triage and troubleshoot customer issues, collect logs and screenshots, document cases, and escalate when warranted
- Maintain queue adherence, correct statuses, and follow-up processes for timely closure
- Support a broad range of technical issues
- Execute remote device actions such as remote reboot and perform device health checks
- Recognize P1/P2 escalation workflows and communicate status and next steps
- Meet first-response and update-cadence SLA expectations
- Communicate timelines and manage customer and internal-team expectations
- Flag recurring patterns, share case insights, and collaborate with Technical Support and Product/Engineering on process improvements
Requirements
What you’ll need- Demonstrated cross-domain proficiency and comfort using case tracking systems to classify and document customer issues
- Hands-on ability resolving complex technical issues reported by customers
- Ability to handle urgent customer concerns with full ownership and accountability
- Strong systems fluency with Genesys/Amazon Connect and Salesforce cases
- Consistent SLA adherence and high-quality written notes
- Clear, empathetic, professional communication across phone, email, and chat
- Collaborative mindset to partner with cross-functional teams
- Proven experience handling routine change management requests reported by end users
- Fluent in spoken and written Spanish and English
- Computer Science/Engineering background preferred
- Expertise with APIs is a bonus
- Familiarity with hardware and firmware-level troubleshooting
- Overall technically sound beyond Motive products
- Flexibility for on-call rotation
- Applicant must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations
Benefits
Comp & perks- Equal opportunity employer committed to a diverse and inclusive workplace
- Some interviews or new-hire training sessions may be held in person at one of Motive's global offices