Role Description We're currently looking for top talent to fill the role below: - Role: Technical Customer Support Specialist - Monthly Rate: $2150 - Availability: Full-time - 40 hours/week - Time Zone: 9:00 AM to 5PM EST To streamline your application, please carefully review and complete ALL THREE items below before proceeding to the application form. What to Prepare: - English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check. - Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT AND SHOULD BE IN ENGLISH. This is a test of how keen you are with details and how well you follow instructions. ⚠️⚠️⚠️ - 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification. Experience Needed/Responsibilities: - Respond to customer issues by phone, email, and ticketing system - Triage by urgency and impact, and by whether it's user error, setup, product behavior, or a true bug - Resolve Tier 1/2 issues directly when possible - Reproduce issues, gather details, and write clean escalation notes for engineering when dev is needed - Own the support queue in Zendesk - Keep customers updated so nothing disappears into a black hole - Spot repeat issues and surface them to improve the product, onboarding, and help docs - Contribute to FAQs and short walkthroughs Good to have: - Trades, home services, or field-service software experience - ServiceTitan or similar CRMs - Zendesk or similar ticketing systems - GoHighLevel Qualifications - 2+ years in SaaS customer support, product support, or technical support - Comfortable troubleshooting software, account setup, permissions, integrations, and basic configuration. Technical enough to diagnose and document problems, but not expected to code - Strong written and phone communication Industry/Tools Experience - GoHighLevel - Zendesk - ServiceTitan Benefits - ✅ Competitive Salary – We recognize your skills and experience with a great compensation package. - ✅ 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus? - ✅ Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all! - ✅ US Holidays Off – Enjoy 12 paid US holidays throughout the year. - ✅ Maternity & Paternity Leave – We support growing families with dedicated leave for new parents. - ✅ Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits. - ✅ Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind. - ✅ Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources. - ✅ Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better! - ✅ Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too! - ✅ Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people. Some benefits may vary. Full details will be provided during the onboarding process.

• Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing system • Log, categorize, prioritize, and resolve incidents and service requests • Provide remote support for end users across multiple customer environments • Troubleshoot Microsoft Windows 10/11 operating systems • Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, OneDrive, and SharePoint • Manage user accounts, password resets, and access permissions through Active Directory and Microsoft Entra ID • Support VPN connections, remote access, printers, and peripheral devices • Install, configure, and troubleshoot hardware and software • Escalate unresolved incidents to 2nd or 3rd Level Support according to defined procedures • Maintain accurate documentation within the ticketing system • Ensure compliance with agreed Service Level Agreements (SLAs) • Follow ITIL-based incident and request management processes • Contribute to internal knowledge base documentation • Deliver professional and customer-focused support at all times

Role Description As a Technical Support Specialist at CameraMatics, you will be the first point of contact for our customers, guiding them through technical challenges and ensuring their satisfaction. You will play a crucial role in troubleshooting issues, providing timely solutions, and contributing to the overall success of our customers' experience with our products. - Deliver exceptional first-line technical support to customers through phone, email, and other communication channels, ensuring a professional, responsive, and customer-focused experience. - Investigate, diagnose, and resolve technical issues relating to CameraMatics products and services, applying a structured and methodical approach to troubleshooting. - Accurately document customer interactions, technical issues, troubleshooting steps, and resolutions within the ticketing system to maintain high-quality support records and knowledge sharing. - Work closely with cross-functional teams, including Engineering, Product, and Customer Success, to resolve complex technical challenges and ensure timely issue resolution. - Manage issue escalation processes effectively, ensuring unresolved cases are routed to the appropriate teams while maintaining clear communication and ownership through to resolution. - Identify recurring issues, trends, and opportunities for improvement, providing actionable feedback to support product enhancements, operational efficiencies, and an improved customer experience. - Contribute to the development and maintenance of technical documentation, knowledge base articles, troubleshooting guides, and customer training materials to promote self-service and knowledge sharing. - Support a global customer base by participating in a shift-based support rota, demonstrating flexibility and adaptability to work alternative hours as required to meet business and customer needs. - Take ownership of customer issues from initial contact through to resolution, ensuring customers are kept informed and receive timely updates throughout the support journey. - Continuously develop technical knowledge and product expertise, staying up to date with new features, technologies, and industry developments to provide best-in-class customer support. Qualifications - 2+ years of experience in a technical support or customer-facing technical role, ideally within a software or technology environment. - A minimum of 1 year of hands-on Salesforce experience is required. - A strong interest in technology and problem-solving, with a solid understanding of computer systems, networking, and troubleshooting. A degree in Computer Science, Information Technology, or a related field is welcome but not essential. - Experience using diagnostic tools, remote support technologies, and structured troubleshooting approaches to investigate and resolve issues effectively. - Strong written and verbal communication skills, with the ability to explain technical concepts clearly and confidently to both technical and non-technical audiences. - A customer-focused mindset, with a genuine passion for delivering a positive customer experience and helping users find the right solutions. - The ability to work independently while also collaborating effectively with colleagues in a fast-paced and evolving environment. - Strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining a high standard of work. Benefits - High-growth global SaaS company - Collaborative team culture, fast moving & focused on quality - Opportunity to grow with a scaling business - Healthcare, Dental, Vision, 401k package. Company Description We’re on a mission to transform how fleets operate, using cutting-edge camera technology, AI, machine learning and telematics to make roads safer and businesses smarter. As an award-winning SaaS company in a high-growth phase, we’re scaling fast and expanding into new markets worldwide. Our technology gives fleet operators real-time visibility, reduces risk, improves efficiency, and helps set new safety standards across the industry.

• Provide Level 1 and Level 2 IT support via Jira Service Management, escalating issues when required • Troubleshoot macOS and Windows hardware, software, network, and user account issues remotely • Set up and configure laptops and devices for new employees using JAMF Pro and Microsoft Intune • Create, update, disable, and manage user accounts in Google Workspace • Support employee onboarding and offboarding by provisioning and removing system access • Maintain accurate IT asset and device inventory records • Install, configure, and troubleshoot business software and applications • Assist with user access management across business platforms including Slack, LastPass, and Employment Hero • Perform routine device updates and patch management using JAMF Pro and Microsoft Intune • Support IT security awareness initiatives, including phishing training campaigns • Create and maintain IT documentation, knowledge base articles, and user guides • Coordinate IT equipment procurement, shipping, and inventory updates • Record support requests, resolutions, and system changes accurately within Jira • Escalate complex technical issues with clear documentation and diagnostics • Ensure new starters have working devices and system access on their first day • Follow IT security policies and report any security concerns promptly • Assist with ad hoc IT projects and continuous improvement initiatives