Technical Support T1

About this positionDriving The Future of Smart Fleet LogisticsAt Xirgo, we're not just transforming logistics - we're redefining what's possible. Let's move forward together.Our PurposeWe believe smarter tools create smarter operations. As the switched?on experts in IoT fleet solutions, we transform uncertainty into confidence, complexity into clarity, and data into decisions.Our VisionWe empower partners with intelligent fleet logistics to create a more connected future. From bustling cities to open highways, from railroads to runways, our innovative technologies make peace of mind the new normal.Our MissionTo be the world's most trusted partner in smart fleet logistics, delivering comprehensive IoT solutions that transform data into useful information. We enhance fleet safety, efficiency, and performance-ensuring confidence at every step.About the roleThe Technical Support Agent serves as the first point of contact for clients and partners, addressing common technical issues and inquiries. Responsible for managing support tickets received via phone, email, or web channels, the agent strives to resolve issues promptly or determine if escalation to a higher support tier is necessary. Complex or unresolved inquiries are escalated to the Technical Support team when no immediate solution is available.Be advised that the position covers the American business hours. We provide 24x7 support services through rotating 8?hour shifts to ensure round?clock coverage. Shifts include mornings, afternoons, nights, weekends and holidays.General ResponsibilitiesAnswers incoming customer calls regarding product problems, service questions and general concernsResponsible for maintaining a high level of professionalism with clients and working to establish a positive relationship with them by providing timely and quality servicesUpdates support ticket information accurately in the customer service database throughout each interaction or investigation processHandles newly submitted support tickets and provides them with first technical contactMonitors and updates with relevant information all support tickets in the relevant queues during the working hoursEvaluates and escalates complex technical issues to a higher support tierSupports onboarding of new customers, ensuring an excellent experience by providing comprehensive product education and trainingMaintains up?to?date expertise in all Xirgo vehicle and asset telematics products and associated software solutionsReports recurring issues to support managementExperience / QualificationsProficiency in English at B2 level or higherGood computer skills, including knowledge of Microsoft Office applications (Outlook, Word, PowerPoint, and Excel)High school diploma required. A university degree (preferably in a technical field) is strongly preferredPersonal qualities: analytical thinking, strong problem?solving skills and logical reasoning; exceptional teamwork, communication, and interpersonal skills; high degree of professionalism, discretion, initiative, and loyaltyExcellent organizational skillsBenefits of joining usIndividual Development Plan (IDP): Build your career path and grow professionally across various departments, including QA, Software Development, and moreGlobal Experience: Work with diverse teams in a dynamic, multicultural environmentPersonal Health & Wellness: Enjoy a fully covered Multisport card and an extended insurance coverage package for your well?being plus training equipment available in the officeAdditional benefits: Monthly food vouchers and performance bonus#J-*****-Ljbffr

Proficiency in English at B2 level or higher Good computer skills, including knowledge of Microsoft Office applications (Outlook, Word, PowerPoint, and Excel) High school diploma required. A university degree (preferably in a technical field) is strongly preferred Personal qualities: analytical thinking, strong problem?solving skills and logical reasoning; exceptional teamwork, communication, and interpersonal skills; high degree of professionalism, discretion, initiative, and loyalty Excellent organizational skills

Individual Development Plan (IDP): Build your career path and grow professionally across various departments, including QA, Software Development, and more Global Experience: Work with diverse teams in a dynamic, multicultural environment Personal Health & Wellness: Enjoy a fully covered Multisport card and an extended insurance coverage package for your well?being plus training equipment available in the office Additional benefits: Monthly food vouchers and performance bonus #J-*****-Ljbffr