Technical Support Specialist

The Technical Product Support Representative is to provide world class technical support to customers of Synapse ITS products, by answering initial questions/requests and providing step-by-step guidance, utilizing ticketing software, CRM software, ERP software and other tools to successfully resolve issues and process warranty and non-warranty RMA claims, ensuring customer satisfaction. Representative shall be responsible for the technical understanding throughout the product's life cycle from development, pre-sales support, post-sales support, and end-of-life. This includes how they are designed, manufactured, tested, used, diagnosed, re-worked, and recycled.

Essential Job Functions

• Conduct technical support, primarily via telephone and email, directly with customers to diagnose and resolve product and installation issues.
• Work closely with the engineering and marketing teams to develop content for training tools, manuals, knowledge portals and technical bulletins.
• Use a ticketing system to open, track and close customer issues.
• Provide necessary reports and feedback to product marketing and engineering to develop requirements and requests for product modifications that are frequently requested by customers and either fix issues or enhance the ease-of-use or functionality of the product(s).
• Demonstrate proficiency in MS Office, HubSpot CRM, and other internal software systems for generating reports, maintaining records, and communicating internally.
• Using the ERP software system, prepare Return Merchandise Authorization (RMA) sales orders and work with the RMA repair team to ensure reworked or new RMA orders go out to the customer in a timely manner.
• Occasional travel to job sites or other corporate facilities for training may be required.
• Establish and maintain working relationships with industry technical and distribution representatives.
• Train internal personnel, distributors, and customers on Synapse ITS products and positioning with respect to our competition.
• Provide back-up coverage for other Technical Product Support Specialists.

Requirements

Education: High school diploma or GED mandatory, bachelor’s degree is highly preferred.

Skills

• Excellent interpersonal and communication skills, with the ability to effectively interact with customers and internal teams.
• High technical acumen with electronics and traffic and pedestrian safety hardware and software systems.
• Strong understanding of traffic signal control technologies.
• Patience with customers and excellent phone communications skills to effectively troubleshoot and guide customers in a systematic manner to resolve their issues.
• Ability to explain technical products to non-technical and technical audiences.
• Solid problem-solving skills.
• Ability to work collaboratively with cross-functional teams and field application engineering team to meet customer needs.
• Technical writing skills.
• Ability to work independently, take action, and be results-oriented.
• Ability to learn, adapt, and manage product lines.

Experience

• Minimum of four (4) years of full-time work experience in a technical support capacity, preferably in the traffic control electronics or Intelligent Transportation Systems (ITS) marketplace.
• Extensive experience in the traffic industry, with a deep understanding of mid-block crossings, warning beacons, and radar speed signs.
• Experience in traffic engineering fundamentals, signalized intersection control theory, and ITS technology application preferred.
• Experience as a signal technician is highly preferred.
• International Municipal Signaling Association (IMSA) Level 1, 2 or 3 Signal Technician certification preferred.
• Experience developing technical manuals and/or technical training materials preferred.

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