Customer Support Specialist
Posted Updated
Description
- The ideal candidate will combine solid technical expertise with excellent communication skills to effectively engage both technical and non-technical stakeholders
- In this role, you will partner closely with Engineering, Customer Experience, and other cross-functional teams to identify root causes of issues affecting store deployments and overall customer experience
- You’ll thrive in a collaborative environment, drive projects to resolution, and champion process improvements that enhance RADAR’s operational efficiency and customer satisfaction
- Serve as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders
- Partner with IT, Engineering, and other cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments
- Develop and maintain SQL queries and automation scripts to streamline processes, improve team productivity, and SLA adherence
- Manage and track support requests using service desk management tools, ensuring timely resolution and accurate documentation
- Drive root cause analysis and ensure effective issue escalation and follow-up
- Maintain strong communication with customers, providing clear explanations of technical issues in accessible, non-technical terms
- Contribute to a culture of continuous improvement within Customer Operations and Store Support processes
- We are seeking two dedicated Customer Support Specialists with a strong background in Helpdesk and Customer Support to join our dynamic team
- You have experience using service desk management software to monitor KPIs and track customer issues
- You are proficient SQL knowledge with the ability to analyze data and develop scripts that automate processes and drive team productivity
- You have the ability to work independently and collaboratively across teams
- You have demonstrated ability to evaluate, escalate, and drive issues to timely resolution
- You have proven ability to explain technical concepts to non-technical audiences clearly and effectively
- You have Intermediate knowledge of: Linux, Networking, Terminal. CMD, SSH and Telnet
- You have the ability to participate in an on-call rotation schedule
- You have familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices
- You have the ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure
- You have 3+ years of experience in Helpdesk, Technical Support, or Customer Support roles
- You have strong customer-centric mindset and ability to foster positive relationships with partners and hardware teams
- You have flexibility to work additional hours as required to provide issue resolution
- You have excellent written and verbal communication skills
- You have strong problem-solving, analytical, and organizational skills with a high attention to detail
- Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don’t meet every single one. This list represents what we’re ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness
- Comfortable working Wednesday through Friday from 12:00–9:00 p.m. ET and Saturday through Sunday from 9:00 a.m.–6:00 p.m. ET
- You have experience with automation frameworks or scripting languages (e.g., Bash, Python, PowerShell)
- You have a background in incident response or root cause analysis frameworks
- You have previous experience supporting retail customers or store environments
- You have experience in managing multiple projects from start to finish and meeting deliverables
- You have experience using API’s (REST & GraphQL)