ABOUT THE POSITION

The Technical Liaison will serve as the process and technical (hardware and software) subject matter expert to the customer-facing support teams. Technical Operations (Tech Ops) will collaborate on customer-facing troubleshooting processes and knowledge base information.  The Technical Liaison will work with internal engineering teams and external vendor partners to resolve technical issues and identify potential troubleshooting process revisions. The Technical Liaison will be part of a cross-functional team involved with the development and implementation of standardized troubleshooting as well as resolution procedures, creation of training and internal product operational materials. 

This position is a hybrid remote/office position but may be adjusted based on business needs. The Technical Liaison is required to have a private work space in their home to ensure productivity and customer information security. The Technical Liaison will also be responsible for maintaining their internet connection at a level that does not impact their productivity.  This includes but is not limited to: Voice over IP (VoIP) phone systems, internal systems, and video conferencing. Additionally, the Technical Liaison must maintain a dedicated testing environment consisting of supplied hardware (dash cameras and vehicle/asset trackers) and associated software to support issue reproduction, update validation, and process documentation development. A reliable, roadworthy vehicle is required to facilitate real-world testing.

ESSENTIAL FUNCTIONS – RESPONSIBILITIES:

• Be a Subject Matter Expert in operation and troubleshooting for the hardware and software supported by customer-facing teams
• Build and maintain relationships with departments and vendors that interact with customer-facing teams
• Identify and provide feedback regarding improvement of product knowledge and processes used by the customer-facing teams
• Ensure identified issues are documented, prioritized and communicated to the appropriate departments and vendor partners
• Collaborate to develop and implement testing procedures for new devices and programming updates
• Communicate all updates and training opportunities through the identified channels and to the Learning and Development Team to ensure a consistent message is presented
• Participate in regularly scheduled calls and meetings with departments and vendors to address various topics
• Advanced understanding of all internal systems, processes, and procedures
• Perform other duties as assigned

QUALIFICATIONS

• Bachelor’s degree in a related field, or an equivalent combination of education and work experience
• Minimum of 1-2 years’ experience preferred with professional/work-related email and chat
• 1 year of technical experience in a customer-centric organization
• Exceptional team player with the confidence, integrity and positive attitude to earn client and internal team confidence quickly
• Excellent organizational, interpersonal and leadership skills
• Excellent written and verbal communication skills
• Proven ability to analyze and troubleshoot problems, propose testing methodologies, and create a strategy for implementation of changes
• Knowledge of G-Suite/MS Office, Jira, etc

WORK ENVIRONMENT

• The hours of this position are Monday through Friday from 8:00 AM until 5:00 PM
• Fast-paced environment with opportunities for growth and reward
• Company promotes work/life balance to achieve maximum performance professionally and personally

COMPENSATION AND BENEFITS

• We value hard work and on-the-job-excellence and offer competitive compensation and benefits packages:
• Position offers a Base Salary
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• Flexible Time Off (FTO)