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

Platform Science is looking for a qualifiedTech Support Specialist to join our Customer Success team here in San Diego, CA and assist our customers with technical issues associated with our products and services.

Your responsibilities include resolving customer questions, recommending technical solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with technical help desk software and express an interest to learn about the transportation IoT industry. Ultimately, you will help establish our reputation as a company that offers excellent customer support during Pilot tests and after-sales installs and diagnostics.
Research and identify solutions to software and hardware issues using tools provided.


**The shift will be: Friday – Tuesday 12:00pm – 9:00pm PST**

Essential Responsibilities

Diagnose and troubleshoot technical issues, including heavy android application support
Track calls to resolution, within agreed time limits
Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)

Provide prompt and accurate feedback to customers and log cases in Salesforce
Document technical knowledge in the form of Knowledge Base articles within Salesforce
Maintain courteous and professional relationships with clients
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

Update our internal databases with information about technical issues and useful discussions with customers
Share feature requests and effective workarounds with team members
Gather customer feedback and document using company tools
Experience

Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (eg. Salesforce)

Other Jobs You May Be Interested In

Ability to provide step-by-step technical help, both written and verbal
Experience using help desk software and remote support tools
Excellent communication and problem-solving skills
Ability to work well under pressure
Flexibility to potentially work shift hours
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
AD&D and life insurance
401k plan
Paid vacation, sick leave and holidays
Six weeks of paid parental leave