Analyst, Technical Support - Global Technical Support Team

Overview
Based in beautiful Richardson, Texas, we are CalAmp, the pure-play pioneering leader of the Connected Car, Connected Truck and broader Internet of Things (IoT) marketplace. Currently, we are seeking a Technical Support Analyst with at least 2 years of experience. This is an exciting opportunity for those who wish to work for a stable, well-established company that builds transformational technologies within the revolutionary domain of IoT.
CalAmp is a multifaceted organization that deals with telematics solutions in context of transforming and connecting global economy. It offers a variety of solutions in terms of Global Transportation & Logistics, Industrial IoT, Government & Municipalities, Connected Cars, K-12 Education, Etc. Its clients are generally ecommerce companies, financial firms, and other businesses. It has employed highly skilled workforce to provide apex services. It is continuously growing and it comes up with the innovative solutions keeping in view the changing needs and wants of the technology. The services are designed by focusing on the personalized and customized needs of its clients. It always prefers stakeholders’ satisfaction, and makes no compromise on service quality. All details, service guidelines, and career updates are provided on the site to avoid any discrepancies. This platform also provides a variety of career opportunities for job seekers. Jobs in various fields including etc., can be found easily in the Career section.
We proudly offer the stability and security of an established publicly traded tech company yet nurture and embody an entrepreneurial spirit. We give our people excellent compensation packages, an extensive suite of medical and retirement benefits, a flexible paid time off policy, accommodating work schedules, an employee stock purchase plan, continued education assistance & training programs, support for personal wellness, and company sponsored philanthropic opportunities.
Responsibilities
Global Technical Support requires Support Analyst be able to provide our customers with the ability to adaptably meet their needs across multiple facets of product, software, and installation support. This position requires you to have the ability to be both proactive independently, and collaboratively on the fly.
This position works across different lines of business with high visibility on what we do as both a team, and as an individual. The right candidate for this role will be accustomed to not only wearing multiple hats, but being able to change them on the fly to adapt to business need.

• Miscellaneous projects and duties as assigned by leadership team
• Analyze problem areas and document processes used for corrective action
• Identifying hardware and software issues
• Gather the necessary information for communication to clients both internally and externally
• Assist in client training and answering routine questions from clients
• Frequent communication with clients, and internal team members.
• Diagnosing and advising Field Technicians to repair faults
• Log and track inquiries and compile case statistics
• Answer questions, resolve problems and update information as required
• Assist in training new Technical Support Analyst

Qualifications
Must Haves

• 1+ years experience with a major CRM (Salesforce, Jira - etc)
• 2+ years experience with light and heavy duty vehicular electrical systems and installation procedures.
• Computer literacy, advanced technology troubleshooting skills, and Microsoft Office proficiency
• Demonstrated case/queue management abilities
• Ability to manage interactions calmly with high urgency
• Strong telephone, written, oral communication skills
• Experience with systemic problem-analyzing and problem-solving practices
• 2+ years of general work experience - Telematics, IoT, or Field installation experience with MECP certified devices
• Strong customer service orientation

Strong Pluses

• Familiarity with light duty/Heavy duty device installation in vehicles.
• Lean/Agile methodology experience
• College Degree from an accredited institution
• Experience in the following fields: EMS/Fire/Police Dispatch, Public Safety Field Operations, Public Administration, Emergency Services, Emergency Management
• MECP Certification
• Previous Telematics experience
• Previous IoT experience

Market Minimum
USD $56,846.00/Yr.
Market Maximum
USD $83,914.00/Yr.