Tier II Technical Support Agent - Wireless

About Kajeet:
Kajeet provides optimized IoT connectivity, software and hardware solutions that deliver safe, reliable, and controlled internet connectivity to nearly 3,000 businesses, schools and districts, state, and local governments. Kajeet's private network solutions simplify private wireless to allow customers to design, install and manage their own private wireless networks.  Since 2003, Kajeet has helped thousands of organizations connect over a million devices around the world.

Tier II Technical Support Agent - Wireless

The Tier II Technical Support Agent - Wireless - Wireless is an individual who will guide customers through the onboarding process and beyond, with a heavy emphasis on the technical aspects of our services and the customers’ deployed solutions. The TIS will be working directly with our customers to ensure that their experiences with Kajeet’s services and solutions are successful and exceed their expectations.

This role will have a heavy technical focus and center around supporting our customer’s varying technology needs. The TIS will be familiar with all of Kajeet’s technical offerings and be able to match the right services and solutions to the customers’ needs. This includes matching up the best cellular devices and technologies, recommending the most suited wireless carriers, and working with our customers to integrate their solution to our platforms by leveraging our robust API capabilities.

The TIS will understand what solutions our customers have deployed, what Kajeet services are being used in their deployed solutions, and what the customers consider success. The TIS will be working with our internal groups, as well as many external resources, including our carrier partners and hardware OEM’s.

This is a perfect role for someone who is a self-starter and possesses great organizational and multi-tasking skills. This position will report to the Director of Solutions Engineering and will work closely with our Solutions Engineering, Operations & Sales teams.

A Day in the Life Will Likely Include:

• Partnering with our Sales and Solution Engineering teams in creating and pitching solutions that will win over our customers and meet their needs.
• Working alongside our on-boarding and implementation teams, ensuring parties on both sides are aware of what will lead to successful deployments.
• Monitoring and assisting our internal teams and our customers through the customer onboarding journey.
• Serving as our customers’ go-to technical SME on all Kajeet platforms, services, processes, and devices.
• Acting as the customer’s voice internally to ensure customer needs are always taken into account and that customers’ requests are getting attention.
• Strategizing with our account management team on upsells and cross-sells, driving a high and increasing adoption of Kajeet services.
• Uncovering new sales opportunities by listening to what our customers and their partners need and how Kajeet’s solutions can meet those needs.
• Documenting the customer profile for other groups internally, ensuring all teams know how the customer is using our services, the proper contacts and escalation paths, etc.
• Creating a library of successful customer deployments that can be used time and time again as a repeatable model for success.

• 3-5 years of experience in a customer-facing role such as consulting, pre-sales, technical account management or equivalent functions.
• In-depth demonstrable experience with cellular technologies (3G, 4G LTE, 5G, mm Wave, NB-IoT, CatM1, Private LTE, CBRS, etc.).
• Experience with EMM/MDM platforms (e.g. Samsung Knox) and/or remote management platforms (e.g. Cradlepoint NCM, Digi Remote Manager, InHand DM) is preferred.
• Technical experience with IoT, SaaS, cloud, or subscription products, with strong understanding of HTTP/REST/API architectures.
• Bachelor’s degree or equivalent experience required.
• Creative problem-solving skills and ability to effectively communicate and translate feedback, needs and solutions.
• A high-level of drive, discipline, creativity and motivation.
• Solid written, oral, and presentation skills with ability to communicate effectively with various audiences inside and outside the organization.
• The ability to work in a fast-paced, change-oriented team environment.
• Solid organizational skills with demonstrated ability to structure work into timelines and deliverables and think proactively to address dependencies and roadblocks.
• Strong negotiation and decision-making skills.
• Excellent computer skills (including CRM systems, MS Word, MS Excel, MS PowerPoint and MS Outlook)
• Willing to travel

The Good Stuff:
We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation, commensurate with experience, and our extensive benefits package including paid time off, medical, dental and vision benefits and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

Last updated on Oct 30, 2024