Technical Support Specialist

As a Technical Support Representative, you are the frontline of Motive's customer support, delivering fast, empathetic, and accurate resolutions across phone, email, and chat while keeping solutions as close to the customer as possible in a 24/7 support organization. You will operate cross-domain to reduce unnecessary transfers, leverage remote device actions where available, and apply precise documentation standards that align to our unified case taxonomy and SLAs. Working from our Buffalo, NY office, you'll have a unique opportunity to work in close proximity to our hardware engineering, testing, and reliability teams.

Responsibilities

Provide multi-channel frontline support (phone, email, chat): triage, basic troubleshooting, collect logs/screenshots, document clearly, and escalate only when warranted; Maintain queue adherence and call handling excellence, using the correct statuses and follow-up documented processes to ensure timely closure and accountability; Deliver support across a broad number of technical issues; Execute remote device actions (e.g., remote reboot) and device health checks where available to resolve customer issues; Engage escalation pathways appropriately: recognize P1/P2 workflows, and communicate clear status/next steps when partnering with Technical Support and leadership; Meet priority & SLA expectations for first response and update cadence; proactively communicate timelines and manage expectations with customers and internal teams; Contribute to continuous improvement by flagging repeat patterns, sharing case insights, and collaborating with Tech Support and Product/Engineering to enhance knowledge and workflows

Requirements

Availability to work a 5-day weekly schedule with rotating shifts, including evening and overnight hours; Demonstrated cross-domain proficiency and comfort using case tracking systems to classify and document customer issues; Hands-on ability with resolving complex technical issues reported by the customers; Should be able to efficiently handle urgent customer concerns by exhibiting full ownership and accountability; Strong systems fluency: Genesys/Amazon Connect (voice), Salesforce (cases); consistent SLA adherence and high-quality written notes; High standards for customer communication: clear, empathetic, professional tone across phone, email, and chat; disciplined follow-through and closure hygiene; Collaborative mindset to partner with cross-functional teams to resolve customer queries; Proven experience with handling routine change management requests directly reported from the end user; Fluent in spoken and written Spanish and English; Team player and can work in a professional environment; On-Call rotation flexibility

Nice to have

Computer Science/Engineering background preferably; Expertise with APIs; Familiar with Hardware and Firmware level troubleshooting; Proven excellence in frontline customer support in a multi-channel environment with a track record of resolving technical issues