Telematics - Technical Support Specialist (L1)

Position Overview:

As a Technical Support Specialist (L1), you will be the primary point of contact for troubleshooting and resolving technical issues related to telematics devices, software, and applications. You will work alongside an AI-agent to provide seamless, 24/7 support, ensuring that customers can effectively leverage our technology for fleet management and data analysis. This role involves proactive monitoring of fleet operations and efficient routing of complex cases to L2 teams and account managers.

Key Responsibilities

• Initial Response & Classification: Act as the first point of contact, ensuring all ticket intake and first responses meet strict SLA requirements.
• Ticket Management: Classify incoming issues (P0–P3) and utilize/update the knowledge base to provide automated and manual answers.
• Proactive Monitoring: Provide 24/7 proactive monitoring of all fleet operations in the interest of clients to identify potential issues before they escalate.
• Basic Actioning & Routing: Perform basic issue actioning for telematics hardware (GPS units, sensors) and software applications.
• Escalation: Efficiently route complex cases to L2 support, account managers, or relevant technical teams for final resolution.
• Documentation: Maintain and update customer records and technical issues in the CRM or ticketing system.
• Knowledge Base Contribution: Participate in troubleshooting knowledge base updates and maintain product FAQs to assist both customers and internal teams.

Qualifications

• Experience: 1–3 years of experience in technical support or IT support, ideally with a focus on telematics, GPS, IoT, or fleet management systems. (Adjusted from original 2-4 years to align with L1 entry-level).
• Technical Knowledge: Basic understanding of telematics systems, GPS tracking, and wireless communication technologies.
• Problem-Solving: Ability to perform basic troubleshooting for hardware, firmware, and software issues.
• Communication: Strong communication skills with the ability to explain technical concepts clearly to customers.
• Tools: Proficiency in using ticketing systems and a willingness to work with AI-driven support tools.
• Adaptability: Ability to work in a 24/7 environment and a fast-paced, customer-centric team.

Job Type: Full-time

Pay: Up to Rs180,000.00 per month

Application Question(s):

• Are you available for a full time, on-site role in Gulberg Lahore?
• Are you comfortable working in a 24/7 environment within a fast-paced, customer-focused team?

Work Location: In person