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Technical Support Agent, Bilingual
Powerfleet. Respond to customer inquiries via chat, email, or phone .
About the role
Key responsibilities & impact- Respond to customer inquiries via chat, email, or phone
- Troubleshoot and resolve technical issues and account-related questions
- Process installation quality-control checks
- Escalate complex cases to Tier 2 or the appropriate team
- Maintain accurate, detailed customer interaction records in the ticketing system
- Collaborate with colleagues to improve processes, documentation, and customer satisfaction
- Work toward KPIs including response time, resolution rate, and customer satisfaction
- Provide first-level support to customers in the United States and Canada
Requirements
What you’ll need- Fluent written and spoken English
- Basic technical knowledge or familiarity with comparable products and services
- Basic knowledge of hardware and software
- Experience using CRM tools
- Approximately one year of customer service or technical support experience preferred
- Availability to work shifts
- Bachelor’s degree preferred
- Equivalent relevant work experience will also be considered
- Flexibility regarding assigned working hours
- Collaborative mindset, attention to detail, and willingness to learn and grow
Benefits
Comp & perks- Two days off per week
- Lunch break included in the nine-hour shift
- Onboarding schedule Monday through Friday, 8:00 AM to 5:00 PM
- Scheduling needs accommodated whenever possible
- Opportunity to build skills and grow
- People-first, diverse, equitable, and inclusive workplace