Customer Support Specialist

Description

At 3Si, our mission is to make your world, safer. As a global leader in innovative security technology, we help businesses and law enforcement prevent and respond to crime through field-proven solutions and trusted partnerships. With over 100+ years of combined experience through our merged companies, our expertise drives measurable impact in communities worldwide.

We specialize in GPS tracking, video surveillance, and integrated response technologies that deter theft and accelerate criminal apprehension. Designed for retail, financial institutions, law enforcement, and more, our solutions combine cutting-edge tools with unmatched response capabilities. Through our exclusive DirectToDispatch™ technology, verified crime alerts are sent directly to law enforcement dispatch centers in real time-bypassing traditional third-party monitoring delays-to enable rapid, precise response when it matters most.

At 3Si, meaningful work makes a difference. We're a purpose-driven team that values innovation, trust, and collaboration. From engineering to sales and support, every role contributes to our mission to protect communities and make the world safer. We offer a hybrid, flexible work culture, competitive benefits, and the chance to grow alongside a team of passionate, dedicated professionals.

Join us-and be part of something that matters. As a Customer Support Specialist, you will serve as a technically skilled resource for our diverse global customer base, sales team, and internal partners-resolving product, application, and connectivity issues that go beyond routine inquiries. This role bridges front-line customer support and light technical support: you will own more complex, hands-on troubleshooting than a Customer Support Representative, while escalating issues to Tier II Technical Support or Tier III Engineering. In this role, you will need to work well under pressure and manage multiple requests and projects without losing focus.

The ideal candidate combines a customer-first mindset with strong technical aptitude, excellent communication skills, and the ability to work independently. This is a customer-facing role supporting hardware, software, mobile applications, web-based platforms, and cloud/SaaS solutions, with ownership of customer concerns through successful resolution.

Primary Responsibilities
• Technical Customer Support: Provide Tier I and light Tier II support for hardware, software, mobile applications, web-based platforms, and cloud/SaaS solutions, serving as a point of contact for high-value customers and their loss-prevention and security teams.
• Troubleshooting & Diagnostics: Assist customers with device installation, activation, setup, configuration, and upgrades; diagnose connectivity issues involving cellular, satellite, Bluetooth, Wi-Fi, and networking; and analyze technical logs and diagnostics to identify root causes.
• Issue Resolution: Assess customer needs and resolve issues promptly and accurately, maintaining ownership of assigned cases from initial contact through closure.
• Communication: Provide customer and sales support via phone, email, and/or chat, communicating technical information clearly to both technical and non-technical audiences.
• Escalation Management: Follow established troubleshooting methodologies and escalation processes; identify, document, and escalate product defects and complex technical issues to Tier II Technical Support while ensuring continuity of communication.
• Ticket & Order Management: Enter service orders and tickets based on customer requests, and accurately document all interactions, incidents, troubleshooting activities, and resolutions in CRM and ticket management systems.
• After-Hours Support: Participate in a rotating After-Hours (AH) on-call program, responding to critical customer incidents outside standard business hours (see Additional Comments).
• Customer Enablement: Assist customers with onboarding and product adoption; conduct training sessions and webinars to help customers make the most of product functionality.
• Documentation: Create and maintain customer-facing support materials, knowledge base articles, FAQs, user guides, and troubleshooting documentation.
• Collaboration: Work closely with Sales, Product, Field Service, Billing, and Security Center Operations to resolve issues, meet SLA requirements, and identify upsell/cross-sell opportunities.
• Compliance: Ensure compliance with company policies, privacy/security protocols, and industry regulations, maintaining confidentiality of customer information.
• Additional Tasks: Provide backup assistance to other team members and perform other duties and projects as assigned.

Knowledge, Skills, and Abilities
• Communication Skills: Excellent written and verbal communication with strong active listening skills.
• Technical Aptitude: Strong troubleshooting, analytical, and diagnostic skills; experience diagnosing hardware, software, user-access, connectivity, and configuration issues; understanding of cloud-based applications and SaaS solutions; and familiarity with wired/wireless communication and networking fundamentals.
• Customer Focus: Ability to support large, high-value customers, manage expectations, and build trust while driving issues toward resolution.
• Problem-Solving: Ability to independently investigate and resolve technical issues with strong attention to detail and sound judgment.
• Pressure Handling: Ability to maintain composure and prioritize work in a fast-paced, deadline-oriented environment with changing priorities.
• Technology & Innovation: Familiarity with AI-powered tools used to improve productivity, knowledge management, and troubleshooting efficiency.
• Technical Proficiency: Proficient in Microsoft Office (Outlook, Teams, Word, Excel) and experienced with ticket management, and knowledge base tools; familiarity with Zendesk, Jira, NetSuite, and SharePoint preferred.

Qualifications
• Education: Bachelor's degree preferred in Information Technology, Computer Science, Business, Communications, or a related field; relevant work experience may be considered in lieu of a degree.
• Experience: Minimum of 2 years in technical support, customer support, help desk, or SaaS support, with experience of troubleshooting software applications, hardware devices, and customer-facing technologies preferred.
• Technical Knowledge: Familiarity with software troubleshooting, account management, cloud-based applications, networking fundamentals, browser troubleshooting, and connectivity-related technologies.
• Industry Knowledge: Experience in a fast-paced, high-growth environment; security-industry experience preferred.

Additional Comments

• Work Arrangement: This position may be performed remotely from approved U.S. states. Candidates must reside in, and perform work from, a state in which the Company is authorized to employ remote workers. A hybrid arrangement based in Malvern, PA or Phoenix, AZ, is preferred, with an expected in-office presence of one day per week based on business needs.
• Standard Hours: Standard business hours for this role are an 8-hour shift, Monday-Friday.
• After-Hours On-Call: In addition to standard hours, this position participates in a rotating After-Hours (AH) Support Program requiring up to 10 days of on-call after-hours coverage per month, which may include evenings, weekends, holidays, and emergency customer situations.