Product Support Specialist

The role

You will serve as a main point of contact for Motive issues with a focus on hardware. You will provide assistance via calls, chat, and email, troubleshoot devices, and assess returned hardware in a lab.

What you will do

• Answer inbound inquiries via hotline, live chat, and email during Eastern Standard Time business hours.
• Troubleshoot hardware, installation, connectivity, and device-health issues.
• Own cases from open to resolution with accurate documentation.
• Escalate complex or high-impact issues to Engineering.
• Walk customers through device installation, power, connectivity, and diagnostics.
• Assess customer RMA devices in the Buffalo lab.
• Process defective devices through the technical RMA workflow.
• Identify patterns in customer issues and relay findings to Product and Engineering teams.
• Create and update help articles, internal documentation, and troubleshooting guides.
• Work with leadership to improve systems and processes for scaling.

Required qualifications

• Hands-on aptitude for hardware troubleshooting, such as devices, electronics, or vehicle systems
• Natural instinct to empathize with users and de-escalate frustrated customers
• Strong analytical skills to spot trends across cases and devices
• Excellent verbal and written communication skills
• Native or bilingual spoken and written English skills
• Strong attention to detail and careful documentation habits
• Ability to manage time and prioritize across calls, chats, email, and lab work
• Ability to work onsite in Buffalo, NY
• Ability to lift and move equipment and packages as needed

Nice to have

• 1+ years of technical customer service experience is strongly preferred

Benefits

• health, pharmacy, optical and dental care benefits
• paid time off
• sick time off
• short term and long term disability coverage
• life insurance
• 401k contribution

Before you apply

• The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.
• Candidates may be required to execute a non-compete covenant with the Employer.

About the company

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. The Motive platform uses AI to provide visibility and control for industries including transportation, construction, and manufacturing.