Associate Technical Support Specialist

Who we are:

We are IntelliShift, a rapidly growing B2B SaaS company with more than 20 years of expertise in fleet management technology. IntelliShift is the fleet intelligence platform for safety and operations teams, and we empower construction, utilities, field services, and last mile delivery businesses to make the intelligent shift from siloed data using point solutions, to one simple, powerful platform. IntelliShift provides these customers with a level of insight they’ve never had before to improve safety, establish next generation operational efficiency, and make intelligent decisions.

About the role:

The Associate Technical Support Specialist provides first‑level technical support for IntelliShift’s hardware and software solutions, assisting customers through a real‑time, omnichannel environment including Salesforce, email, and phone. This entry‑level role is ideal for someone looking to build a foundation in technical and product support while working in a customer‑focused organization. You’ll be part of IntelliShift’s Customer Experience (CX) team, collaborating with skilled support professionals dedicated to delivering a high‑quality customer experience.

In addition to supporting customers directly, a key responsibility of this role is assisting with installation verifications, ensuring successful deployments and a smooth onboarding experience for our customers.

This position requires a balance of independent work and collaboration. You’ll be expected to manage customer interactions professionally, respond promptly to support requests, and follow established processes, while also working closely with internal teams and vendor partners. As you gain experience, you’ll have opportunities to expand your technical expertise, handle more complex issues, and grow within the support organization.

This position requires an in-person presence, Tuesday through Saturday at our HQ in Commack, NY.

Core Responsibilities:

• Build a strong working knowledge of IntelliShift’s products and services, including hardware, software, analytics, and AI solutions across multiple industries.
• Take ownership of internal and external support requests by diagnosing issues, troubleshooting effectively, and resolving problems using internal systems and tools; escalate to the Product Support team when additional expertise or guidance is needed.
• Accurately document all customer interactions, issues, and resolutions using Salesforce and other business applications to ensure clear communication and continuity of support.
• Collaborate closely with Sales, Product, Engineering, and Customer Experience teams to communicate effectively and help resolve customer issues in a timely manner.
• Assist with hardware installation verifications by working with field technicians to confirm systems are installed correctly and fully operational.
• Contribute ideas and recommendations to improve support processes, documentation, and troubleshooting techniques related to IntelliShift products and services.
• Meet established service‑level expectations related to responsiveness, case management, and overall support efficiency.
• Resolve Tier 1 support issues effectively while managing cases within expected timelines across customer segments.
• Consistently deliver a high‑quality customer experience and maintain strong customer satisfaction across post‑support surveys.

Requirements:
Skills & Qualifications:

• 1–2 years of experience in a customer support, technical support, or customer‑facing role; exposure to SaaS, mobile applications, APIs, telematics, or data troubleshooting is a plus.
• Interest in working in a fast‑paced, evolving environment within a high‑growth technology company.
• Ability to learn quickly with strong intellectual curiosity and comfort working with complex products where documentation and processes may still be evolving.
• Strong verbal and written communication skills, with the ability to clearly explain technical concepts to both technical and non‑technical audiences.
• Excellent interpersonal and relationship‑building skills, with a customer‑first mindset and a collaborative approach to problem‑solving.
• Passion for customer advocacy and a desire to consistently deliver high‑quality support experiences.
• General technical aptitude and enthusiasm for technology, including how software and hardware solutions can improve customer operations and efficiency.
• Comfort working with data and system tools to investigate, document, and resolve issues (experience with analytics or reporting tools is a plus).
• Ability to manage multiple priorities, stay organized, and remain responsive in a support‑driven environment.
• Self‑motivated and dependable, with the ability to manage daily responsibilities and follow established schedules and workflows.
• Willingness to build deep product knowledge over time to effectively support IntelliShift customers and partners.
• Experience with Microsoft 365 applications or enterprise tools is a plus.
• Ability to work on‑site at IntelliShift’s Commack, NY headquarters.
• Availability to work a Tuesday–Saturday schedule once fully trained.
• Associate’s degree or higher in Information Systems, Business, Technology, or a related field is a plus, but not required.

The values you'll live by as part of the team:

• Customer-Obsessed- Our customers are at the center of everything we do. When they win, we win. We’re more than just a vendor; we’re committed partners.
• No-Box Innovation- Forget thinking outside the box—what box? We embrace bold ideas and build what hasn’t been built before to drive our customers and ourselves forward.
• Growth Through Friction- Not all friction is bad. We challenge inefficiencies, drive innovation, push for a stronger business, and break through limits.
• Trust Through Action- Promises don’t build trust—actions do. We lead with transparency, act with integrity, and stay committed to always doing right by those we work with.
• Own It- Every action matters, so make it count. We are accountable for our work, own our outcomes, and always strive to make a positive difference.

Benefits:
We offer competitive compensation, commensurate with experience; $22 - $25/hour. We also offer outstanding benefits to simplify the lives of our employees and show them how much we appreciate their contributions. IntelliShift provides company-subsidized medical, dental, and vision insurance for all FT employees, 401K with a 4% company contribution, and Flexible PTO. This position requires an in-person presence, Tuesday through Saturday at our HQ in Commack, NY.