Technical Product Support Specialist at Synapse-ITS

Description

The Technical Product Support Representative provides world-class technical support across the Synapse ITS product platform. This includes answering customer inquiries, guiding them through troubleshooting steps, and resolving issues using ticketing, CRM, ERP, and related systems. The role is also responsible for processing warranty and non-warranty RMA claims to ensure customer satisfaction. Representatives are expected to maintain a strong technical understanding of products throughout their lifecycle—from development and pre-sales support through field use, ongoing support, and end-of-life. This encompasses knowledge of how products are designed, manufactured, tested, deployed, diagnosed, serviced, and recycled. 

Essential Job Functions

• Conduct technical support, primarily via telephone and email, directly with customers to diagnose and resolve product and installation issues.
• Work closely with the engineering and marketing teams to develop content for training tools, manuals, knowledge portals and technical bulletins.
• Use a ticketing system to open, track and close customer issues.
• Provide necessary reports and feedback to product marketing and engineering to develop requirements and requests for product modifications that are frequently requested by customers and either fix issues or enhance the ease-of-use or functionality of the product(s).
• Demonstrate proficiency in MS Office, HubSpot CRM, and other internal software systems for generating reports, maintaining records, and communicating internally.
• Using the ERP software system, the Technical Support Representative will Preparing Return Merchandise Authorization (RMA) sales orders and work with RMA repair team to ensure reworked or new RMA orders go out to the customer in a timely manner.
• Occasional travel to job sites or other corporate facilities for training may be required.
• Establish and maintain working relationships with industry technical and distribution representatives
• Train internal personnel, distributors, and customers on company products and positioning with respect to our competition.
• Provide back-up coverage for other Technical Support Specialists.

Requirements

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education: High school diploma or GED mandatory, bachelor's degree is highly preferred.

Skills:

• Excellent interpersonal and communication skills, with the ability to effectively interact with customer and internal teams.
• High technical acumen with electronics and traffic and pedestrian safety hardware and software systems.
• Strong understanding of traffic signal control technologies.
• Patience with customers and excellent phone communications skills to effectively troubleshoot and guide customers in a systematic manner to resolve their issues.
• Ability to explain technical products to non-technical and technical audiences.
• Solid problem-solving skills.
• Ability to work collaboratively with cross-functional teams and field application engineering team to meet customer needs.
• Technical writing skills
• Ability to work independently, take action, and be results-oriented.
• Ability to learn, adapt, and manage product lines

Experience:

• Minimum of four (4) years of full-time work experience in a technical support capacity, preferably in the traffic control electronics or Intelligent Transportation Systems (ITS) marketplace.
• Extensive experience in the traffic industry, with a deep understanding of signalized intersection technology and theory of operation.
• Experience in traffic engineering fundamentals, signalized intersection control theory, electronic access, vehicle identification, parking control and ITS technology application preferred.
• Experience as a signal technician is highly preferred.
• International Municipal Signaling Association (IMSA) Level 1, 2 or 3 Signal Technician certification preferred.
• Experience developing technical manuals and/or technical training materials preferred.