We are looking for a Customer Service Specialist to join our technical support team in Irving, Texas. In this role, you will support business customers using Teltonika Networks products, provide first-line technical assistance, and help resolve product-related questions through clear and professional communication.
Teltonika Networks develops and manufactures industrial and enterprise connectivity equipment, including routers, switches, gateways, and modems. Our networking devices are used by business customers in complex areas such as Industry 4.0, Smart City, IoT, and Green Energy solutions.
In this role, you will:
- Provide technical support to business customers through multiple channels, including phone, helpdesk, email, and other communication platforms, depending on customer demand and support volume.
- Handle both real-time phone interactions and written support requests, responding to helpdesk tickets within the required response time and providing timely assistance with straightforward technical issues.
- Assist customers with product-related questions, troubleshooting, configuration, integration, and basic network-related issues.
- Advise customers and sales representatives on the use and integration of Teltonika Networks products, helping them find practical solutions to their technical needs.
- Support international customers across different regions and time zones as part of a shift-based support model, adapting between communication channels according to the current support workload.
- Escalate complex or unresolved technical cases to Networking and IoT Engineers, providing clear technical context, troubleshooting steps, and all relevant information required for further investigation.
- Maintain clear and professional communication with customers and internal technical teams throughout the support and escalation process.
- Good understanding of computer networking fundamentals, including TCP/IP, IPv4/IPv6, subnetting, routing, NAT, DHCP, DNS, VLANs, and LAN/WAN concepts.
- Basic understanding of VPN technologies, such as IPsec, OpenVPN, and WireGuard, as well as firewall and network security concepts.
- Basic understanding of cellular networking technologies, including 4G/LTE, 5G, APN configuration, SIM connectivity, and mobile network troubleshooting.
- Ability to troubleshoot network connectivity issues using common tools and methods, such as ping, traceroute, DNS troubleshooting, and packet analysis.
- Understanding of the OSI model and basic network troubleshooting methodologies.
- CCNA certification or equivalent networking knowledge would be considered an advantage.
- Experience with network equipment, routers, switches, gateways, modems, or similar networking products would be considered an advantage
What we expect of you:
- Fluent English and Spanish are required.
- Ability to communicate clearly with business customers through phone, email, ticketing systems, online meetings, forums, and other support channels.
- Customer-focused mindset with patience, active listening, and the ability to explain technical information in a clear and practical way.
- General understanding of computer networks, internet connectivity, routers, switches, gateways, modems, or similar technology.
- Willingness to quickly learn technical concepts related to industrial networking equipment.
- Strong problem-solving skills and the ability to analyze issues step by step.
- Good computer skills and experience using common office tools such as Excel, Word, and web-based systems.
- Interest in technology, networking, IoT, and innovation.
- Experience in customer service, technical support, IT support, B2B support, or a similar customer-facing role is preferred.
What We Offer:
- Work type: Hybrid; Office location: 2110 W Walnut Hill Ln, Irving, TX
- Training: onboarding on Teltonika‘s internal systems, Sales process, product related topics
- Benefits: Company funded health insurance; 401k; 3 weeks of Paid Vacation; 6 Sick days + day off on your Birthday
- Work Environment: Multicultural and diverse environment which highly values knowledge and exchange of ideas, supportive and positive attitude in the team
- Knowledge Growth: Internal sessions for knowledge sharing to achieve constant professional growth
- Working hours: Standard Working hours; Summer hours (short days on Fridays) for June and July months
- Opportunity to work in an international technology company with industrial networking and IoT solutions.
- Hands-on experience with routers, switches, gateways, modems, and business connectivity use cases.
- Technical learning and development opportunities within the customer support and networking area.
Additional Notes
This position is based in Irving, Texas, USA.
This is a shift-based role. Exact working hours, shift pattern, and any applicable shift expectations will be confirmed during the recruitment process.