Technical Support Representative

We are seeking an experienced Technical Support Representative to join our growing team. This role combines technical expertise with customer service excellence to support our diverse software platform. The ideal candidate will help our automotive service clients maximize the value of both our analytics and communications solutions, ensuring they fully leverage our platform's capabilities for business success., Customer Support and Issue Resolution:

• Serve as the first point of contact for clients experiencing technical issues, resolving them efficiently and professionally.
• Troubleshoot and diagnose software issues, escalating to the technical team as needed while keeping clients informed throughout the process.
• Provide timely and accurate responses to client inquiries, ensuring a high level of customer satisfaction.

Technical Expertise:

• Experience in VoIP technology, including SIP, RTP, QoS, codecs
• Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX Deployment, TCP/IP (IPv4), DNS, etc.
• Networking, IT or telecommunications certifications a plus - Network+ or equivalent is desirable.
• Maintain an in-depth understanding of OktoRocket's products, services, and features to effectively support client needs and address questions.
• Stay up-to-date with product updates, industry trends, and relevant technical knowledge to better assist clients and improve support processes.

Product Training and Onboarding:

• Guide clients through product setup and onboarding, ensuring a smooth transition to using OktoRocket's solutions.
• Conduct training sessions for new clients and provide ongoing support for existing users, helping them maximize the benefits of our products.

Customer Relationship Management:

• Build strong relationships with clients by providing responsive, reliable, and attentive support that promotes long-term loyalty.
• Proactively engage with clients to gather feedback, identifying ways to improve our product and service offerings.

Documentation and Knowledge Sharing:

• Document client interactions, issues, and resolutions within our CRM system, ensuring accurate records for future reference and analysis.
• Contribute to our knowledge base by developing support resources, FAQs, and troubleshooting guides for clients and internal use.

Continuous Improvement:

• Identify patterns in customer inquiries and issues, providing feedback to the product development team to drive product enhancements.
• Work collaboratively with cross-functional teams, including sales, product, and development, to continuously improve the customer experience.

• Experience in VoIP technology, including SIP, RTP, QoS, codecs.
• Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX Deployment, TCP/IP (IPv4), DNS, etc.
• Proven experience in customer support, preferably in a technical or software-focused role.
• Strong problem-solving skills with the ability to troubleshoot complex technical issues effectively.
• Excellent communication skills, with the ability to explain technical information in a clear, concise manner to clients of varying technical backgrounds.
• Familiarity with CRM and support ticketing systems; experience with customer support software is a plus.
• Highly organized, detail-oriented, and able to manage multiple client cases simultaneously.
• Demonstrated empathy, patience, and dedication to providing exceptional customer service.
• Ability to quickly learn new software applications and stay updated on product changes.
• A proactive and collaborative attitude, with a commitment to continuous improvement., * VoIP: 2 years (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * Opportunity to grow and develop your career within a fast-growing company.
• Generous Paid Time Off.
• Paid holidays.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Company-paid life insurance and long-term disability.
• Short-term disability.
• Accident and critical illness coverage.
• Employee Assistance Program., * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

OktoRocket, headquartered in Tennessee, is a comprehensive automotive technology solutions provider specializing in advanced analytics, communications, and service optimization. We transform complex business data into actionable insights while enabling seamless customer communications through our integrated software platform. Our solutions help automotive service businesses optimize their operations, enhance customer relationships, and drive sustainable growth.