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About Phillips Connect

Phillips Connect is revolutionizing the commercial transportation sector by providing smart trailer technology that delivers real-time insights into trailer condition, location, cargo status, and operational efficiency. Their solutions help fleet operators enhance safety, maximize uptime, and drive better business decisions.

Role Overview

As a Technical Support Specialist, you will be the primary contact for customers, installers, and field technicians using Phillips Connect's technology, assisting with deployment and ongoing technical support.

Key Responsibilities

Deliver technical assistance via phone, email, and support ticketing systems for Phillips Connect products.
Diagnose and resolve issues related to hardware, software, connectivity, and installations by following established protocols.
Provide guidance on product installation, activation, configuration, and testing to customers and field technicians.
Log all customer interactions, troubleshooting procedures, and solutions within CRM and support platforms.
Escalate more complex technical challenges to the engineering team or other internal groups with full documentation.
Manage assigned support cases until closure, ensuring timely follow-up with customers.
Contribute to enhancing technical documentation, knowledge base articles, and customer support resources.

Candidate Requirements

High school diploma or GED required; technical certifications or relevant coursework is advantageous.
Between 1 and 3 years of experience in technical support, customer service, or related technical customer-facing functions.
Strong analytical and problem-solving abilities for troubleshooting.
Excellent written and oral communication skills.
Ability to rapidly acquire new technical knowledge and handle multiple tasks in a dynamic environment.

Preferred Qualifications

Previous experience supporting connected hardware or Internet of Things (IoT) devices.
Familiarity with telematics, transportation, fleet technology, or automotive sectors.
Experience using Salesforce or comparable CRM/support systems.
A strong commitment to providing superior customer service experiences.

Benefits and Compensation

Competitive hourly wage between $31 and $34, dependent on qualifications and experience.
Annual incentive program.
Comprehensive medical, dental, and vision insurance plans.
401(k) retirement plan with company matching.
Paid vacation and recognized company holidays.
Professional growth and training opportunities.
A team-oriented and innovative workplace culture where employee contributions are valued.

Additional Information

This position is remote within the United States, with expected working hours from 8:00 AM to 4:30 PM Pacific Standard Time. The role reports to the Senior Operations Support Manager within the Installation Support department.

Phillips Connect is committed to diversity and equal opportunity employment, fostering an inclusive environment where all employees feel welcomed.

Technical Support Specialist