Lead Technical Support Representative

Location: Remote or Hybrid

Who We Are

At Platform Science, we’re working to connect everything that moves.

Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.

Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation.

We value thoughtful actions and empathy for others. We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team.

About The Role

In this role, you'll be a key part of the Technical Support Representative (TSR) team, acting as a direct support and mentor for your peers. You'll be the go-to person for walk-up questions, helping to quickly resolve issues and provide real-time guidance. A major part of your job will be to monitor and maintain the health of our customer queues, making sure incoming calls are handled efficiently and our service levels are met.

You'll also play a crucial part in identifying and addressing ongoing training needs. By documenting walk-up topics, you'll help leaders and the training team spot trends and develop effective training materials for both new and existing TSRs. When needed, you'll even provide supplemental training on specific products or recurring topics.

Working closely with supervisors, you'll serve as a peer leader, assisting with the coordination of service incidents and providing insights on call volume trends. Essentially, you'll be an integral part of ensuring the team operates smoothly and efficiently, all while helping your colleagues grow and succeed.

Essential Responsibilities

• Ongoing availability for walk-up questions for TSR department
• Monitor and coach to real-time queue health, focusing on incoming customer contacts, service levels, and agents productivity (assisting workforce analyst and managing queues)
• Assist in coordination efforts of service incidents
• Provide insights on real-time call volume trends as needed
• Documentation of walk-up topics to inform leaders and training team on trends for both new hire and ongoing continuation training opportunities for TSRs
• Supplemental training to TSRs based on walk-up trends, products, etc.
• Act as peer leader for other TSRs on their team, in coordination with Supervisors
• Additional tasks as assigned

Experience

• Minimum 1 year in Transportation Support
• Excellent communication, interpersonal, problem solving and relationship skills
• Thrives in a fast paced environment, able to quickly re-prioritize
• Results oriented, organized and self-motivated
• Excellent time management
• Acts as positive change agent
• Promising leadership and delegation abilities
• Promotes and thrives in a close-knit team environment

Preferred Skills:

• Previous Team Lead experience
• Knowledgeable in standard call center metrics and service level agreements
• Ability to inspire teamwork and loyalty with partner TSRs
• Ability to influence by example

Platform Science Benefits Highlights

The company offers various benefits to regular, full-time employees including:

• Medical, dental, and vision insurance
• Short-term and long-term disability insurances
• ADD and life insurance
• 401k plan
• Paid vacation, sick leave and holidays
• Six weeks of paid parental leave

For more information please see the Benefits Highlights brochure for regular, full-time employees.

In addition, you can access the Benefit Highlights brochure for regular, full-time employees by copying and pasting the link into your browser: https://www.platformscience.com/benefits

This is a non-exempt role. Our job titles for each posting may span across more than one job level. The estimated hourly rate for this position is between $24.00 and $30.00 per hour. The range displayed on each job posting reflects the minimum and maximum target range for new hire hourly rates across all US locations. Compensation packages are based on many factors unique to each candidate, including but not limited to skill set, work experience, relevant trainings and certifications, business needs, market demands and specific geographical location. The hourly pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, and benefits.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

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Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

At this time we only consider candidates in these states: AL, AR, AZ, CA, CO, FL, GA, ID, IL, KY, MA, MD, MI, MN, MO, NC, NH, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, and WI. In the future we plan to add more states.

Beware job scams! Our recruiters use @platformscience.com emails only. We don’t interview via text/message. We don't ask for software downloads (except Zoom) or sensitive info (like SSN/bank). Suspect fraud? Report it to law enforcement peopleexp@platformscience.com.