Technical Support Representative

Who We Are

Founded in 1998, OmniMetrix is the leader and pioneer in Internet of Things (IoT) wireless remote monitoring, diagnostics, and control of critical assets. We increase asset reliability by eliminating 95% of “fail to start” situations, providing 24/7 continuous diagnostics for military and government assets, gas pipelines, oil & gas equipment, and emergency power applications.

Our web-based platform delivers real-time notification of changes or alarm conditions across a customer's equipment network, along with extensive reporting, analysis, graphing, and remote-control capabilities. Our systems are installed globally across gas pipelines and other critical facilities, including cell towers, grocery stores, medical facilities, data centers, public transportation systems, and federal, state, and municipal government facilities.

Who You Are

The Technical Support Representative is responsible for fielding calls and e-mail requests from customers seeking assistance with our products. Our technical support representatives use their knowledge of our products and of power generators and air compressors, as well as certain other products such as cathodic protection monitoring equipment, to provide timely and accurate solutions to our customers. We look for results-oriented people who have initiative, a good attitude, the ability to learn quickly, a willingness to succeed, and who truly enjoy helping people.

What You'll Do

Customer Support

• Provide timely and effective technical support to customers via phone, email, and chat
• Troubleshoot and resolve hardware and software issues related to power generator monitoring systems
• Assist customers in the installation, configuration, and maintenance of IoT devices
• Work to exceed customers’ expectations, creating a positive customer perception of OmniMetrix

Product Knowledge

• Develop and maintain a deep understanding of our IoT power generator monitoring products and services
• Stay updated on industry trends, product updates, and technological advancements to better assist customers
• Issue Resolution
• Analyze and diagnose complex technical problems, ensuring swift and accurate resolution
• Collaborate with cross-functional teams to escalate and resolve issues promptly

Documentation

• Create and update technical documentation, including FAQs, troubleshooting guides, and knowledge base articles
• Provide input to improve product documentation based on customer feedback and common support issues
• Provide proper documentation of all customer contact

Training and Onboarding

• Conduct training sessions for customers on the use of our power generator monitoring solutions
• Collaborate with the sales team to assist in customer onboarding processes

Quality Assurance

• Participate in testing new product releases and updates before deployment
• Report and document any bugs or issues discovered during testing

What You Bring

• Experience providing customer-facing technical support via phone, email, and chat
• Working knowledge of power generators, air compressors, or similar industrial/IoT equipment (or strong aptitude to learn)
• Ability to troubleshoot and diagnose hardware and software issues in a remote monitoring environment
• Strong written and verbal communication skills
• Ability to manage multiple support requests and prioritize effectively in a fast-paced environment
• Comfortable working a Monday–Friday in-office schedule between 8:00 AM and 6:00 PM Eastern
• High school diploma or equivalent required; Associate's degree or technical certification preferred

What We Offer

Salary: $55k, commensurate with qualifications and experience

• Medical & dental insurance
• 401(k) plan
• Paid time off
• Stock option plan

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