Support Specialist

The Support Specialist provides support and technical assistance to customers using software, hardware, or other data collection systems, who need help completing tasks or troubleshooting problems through diagnostic tests and remote access to the customer's devices.  As part of the Staylive Support Team, the Support Specialist handles advanced diagnostics for products and solutions for customers. The support environment is mobile device-centric, with varying hardware manufacturers such as Zebra, Honeywell, Panasonic, etc. The Support Specialists are integral in identifying weaknesses within the customer's environment and propose improvements and changes.

Primary Job Responsibilities 

· Provide advanced diagnostic and troubleshooting support to end users with technical issues involving mobile device hardware and software, network connectivity, related peripheral equipment, and proprietary applications. These include, but are not limited to:

       o Mobile Computers

       o Barcode scanners and printers

       o RFID and other IoT systems

       o Wireless Networks

       o Business Applications

       o Internet providers

       o Hosting providers

· Provide support between primary business hours and participate in off-hours on-call rotation. May be required to work after hours or on weekends.

Job Competency

· Excellent customer service skills.

· Strong written and verbal communication skills. 

· Familiarity with mobile RF computers from manufacturers such as Zebra, Honeywell, Samsung, and others.

· Passionate about technology and helping people. 

· Basic experience with wireless networks and analysis. 

· Working knowledge of office automation products, databases, and SOTI mobile device management 

· Experience with ticketing systems and queue management.

· Able to provide concise documentation for customers and internal records.

· Experience in customer service or help desk role (4-7 years’ experience)