Job Description

Purpose of the Role
The User Support Technician manages hardware troubleshooting and leads clients through support processes, and in turn develops strong customer relationships over time. The User Support Technician also ensures client delight by executing fulfillment & set-up of Switchboard hardware.

Responsibilities
• Consistently deliver extraordinary customer support service
• Handle and resolve incoming customer support inquiries via phone or email
• Fulfill sales orders through an order management system
• Package Switchboard technology modules to be shipped out to enterprise clients
• Report to management about trending support concerns
• Communicate with management about inventory stock levels
• Provide friendly, helpful technical support to our customers over the phone, via email, and remotely.
• Troubleshoot issues with electronic logging devices (ELDs), mobile devices, and other hardware/software related to our fleet management systems.
• Help set up and configure Android-based devices, and assist with mobile device management (MDM) tools.
• Occasionally visit customer sites to assist with installation or troubleshooting of our systems and devices.
• Provide training to customers on how to get the most out of our products.

What experience you need
We encourage you to apply even if you do not think you meet all of the qualifications.
• You should have a solid understanding of the commercial transportation industry, including fleet management, safety, and regulatory requirements
• Experience with electronic logging devices (ELDs) is a must, as you’ll be troubleshooting and guiding customers with these
• You should have hands-on experience with Android devices and mobile device management systems (MDM)
• Familiarity with the Shopify platform is a plus
• Fluency in English, Punjabi, and Hindi (both spoken and written) is important, as we support a diverse customer base
• Strong problem-solving abilities and attention to detail
• Excellent communication skills, both verbal and written
• Ability to work independently and as part of a team

Why work at Switchboard?
Switchboard creates innovative technology solutions for logistics companies in North America. Switchboard’s cloud-based SaaS transforms the way logistics companies operate. As a fast-growing technology headquartered in central Vancouver, we are looking for aspiring minds who are excited by the prospect of revolutionizing an industry.
Watch a video of Switchboard here: https://www.youtube.com/watch?v=OtBssXw8UEA

Required languages: English, Punjabi, Hindi

Education level: High School

Required skills: Microsoft Office, Google Workspace, Communication, Teamwork, Shopify, Android MDM

Closest intersection: Lougheed Highway / Madison Ave