Radius Telematics specializes in vehicle tracking and telematics systems, offering market-leading products and services to businesses of all sizes—from those with just a few vehicles to large commercial fleets. We provide sales and support solutions tailored for enterprise, business, and individual accounts.
Job Description
The Technical Operations & Support Specialist is a hybrid role bridging the gap between physical hardware readiness and advanced technical client support. You will anchor our hardware fulfillment pipeline—provisioning, testing, and managing inventory—while simultaneously serving as a key escalation point for both standard (Tier 1) and complex (Tier 2) technical support cases. This position requires a mix of hands-on technical aptitude, analytical problem-solving, and exceptional customer service.
Hours of Operation: Monday–Friday, 8:00 AM – 8:00 PM
Available Shifts:
- Morning Shift: 8:00 AM – 5:00 PM (Includes 1-hour lunch break)
- Evening Shift: 11:00 AM – 8:00 PM (Includes 1-hour lunch break)
Key Responsibilities
Hardware Provisioning & Inventory Management
- Device Provisioning: Set up, configure, and firmware-flash telematics devices according to manufacturer specifications and unique customer requirements prior to shipment.
- Account Setup & SLA Execution: Create new customer accounts and link hardware within internal administration tools, managing day-to-day platform requirements to consistently meet order dispatch SLAs.
- Inventory Control & Auditing: Maintain real-time tracking of physical stock movements in the CRM/ERP system. Conduct comprehensive physical Stock Takes at the end of each month.
- Returns & Testing (RMA): Process returned devices, execute hardware diagnostic tests in alignment with workflows, and isolate defective stock.
Tier 1 & Tier 2 Technical Support
- Omnichannel Technical Assistance: Provide clear, empathetic support to customers via phone, email, and chat, translating complex technical realities into reassuring updates.
- Tier 1 Troubleshooting: Isolate, diagnose, and resolve standard hardware and software issues related to GPS tracking devices and the telematics platform.
- Tier 2 Advanced Escalations: Serve as the internal expert for complex, high-priority, or fleet issues. Deep-dive into hardware diagnostic logs, analyze device configuration files, and investigate firmware behaviors to identify root causes.
- System Defect Isolation: Replicate advanced hardware/software problems in a test environment to verify systemic bugs versus isolated user errors.
- Queue & Downtime Management: Efficiently manage incoming support queues, prioritizing critical enterprise fleet issues to ensure minimal operational downtime for business clients.
Cross-Functional Collaboration & Documentation
- Engineering & Product Liaison: Partner closely with internal engineering, developers, and the Device Management Team to escalate verified Tier 2 bugs and provide actionable product feedback.
- Technical Documentation: Maintain logs of technical issues, precise replication steps, and final resolutions within service desk platforms (Zendesk, Salesforce, Jira).
Process Improvement: Develop internal documentation, knowledge base articles, and workflows to help shorten resolution times for future Tier 1 and Tier 2 issues.
Qualifications
Qualifications & Ideal Profile
Experience & Technical Skills
- Experience: Prior experience in a technical support desk (IT helpdesk, Tier 2 service desk) or a logistics/hardware fulfillment environment is highly ideal.
- Systems Literacy: Hands-on experience working within industry-standard service desk platforms (e.g., Zendesk, Salesforce Service Cloud, Jira) and CRM/ERP systems (NetSuite experience is a major plus).
- Technical Aptitude: Foundational understanding of how software interfaces with hardware, wireless communication protocols, and diagnostic data logging.
- Process-Oriented: Ability to strictly adhere to warehousing, device handling, and data compliance guidelines.
Core Competencies
- Advanced Problem-Solving: An analytical mindset that enjoys solving puzzles, digging into technical data, and running diagnostics to uncover root causes.
- Technical Communication: Exceptional verbal and written communication skills, with a proven ability to bridge the gap by explaining technical concepts clearly to non-technical users and developers alike.
- Multitasking & Focus: Capable of balancing physical inventory/fulfillment tasks alongside an active support ticket queue without sacrificing attention to detail.
- Empathy & Patience: Strong interpersonal skills, remaining calm and patient when guiding customers through stressful fleet disruptions.
Preferred Qualifications
Bilingual Skills: Fluency in both Spanish and English is a major asset for our diverse customer base.
Additional Information
Benefits of joining Radius:
- A friendly culture that mirrors our proposition to our customers.
- A fast-growing organisation that defines itself as being agile and innovative
- A drive for continuous improvement, which you will be empowered to get behind from day one.
- A commitment to building a working environment that values inclusivity, innovation, agility, and drive.
- Retail Discounts
- Health and Wellbeing support services
- Medical Insurance
- Dental Insurance
- Vision Plan
- 401(k)
- Company paid holidays
- Paid Time Off (PTO)
- Voluntary Disability plans
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Still Curious?
If you feel we are a good match for each other, you can apply online now!
If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team directly.
Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.
We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you.
We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.
Note to recruitment agencies:
We do not accept speculative recruitment agency CVs or profiles. Any unsolicited CV received by Radius will be treated as a gift and not eligible for an agency fee.
PSL agencies should only send CVs via our Applicant Tracking System, when approved to do so by the Radius Talent Team.
Skills Required
- Prior experience in a technical support desk (IT helpdesk, Tier 2 service desk) or logistics/hardware fulfillment environment
- Hands-on experience with service desk platforms such as Zendesk, Salesforce Service Cloud, or Jira
- Experience working with CRM/ERP systems (NetSuite experience preferred)
- Foundational understanding of software-hardware interfaces, wireless communication protocols, and diagnostic data logging
- Experience provisioning devices and performing firmware flashing and hardware diagnostics
- Ability to follow warehousing, device handling, and data compliance procedures
- Strong verbal and written technical communication skills and experience documenting technical issues in service desk platforms
- Ability to multitask between inventory/fulfillment tasks and active support queues
- Fluency in Spanish and English
Radius (radius.com) Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Radius (radius.com) and has not been reviewed or approved by Radius (radius.com).
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Wellbeing & Lifestyle Benefits — Radius is described as investing in physical and mental wellbeing through offerings such as gym access (on-site or corporate memberships), counseling/EAP support, wellbeing sessions, mental-health training, and workplace perks like healthy snacks or free breakfasts in some locations.
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Parental & Family Support — Enhanced family-friendly policies are highlighted, positioned as providing greater financial stability for colleagues starting or expanding families, alongside additional leave-related supports mentioned in UK-focused materials.
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Strong & Reliable Incentives — Commission and bonus structures are positioned as offering upside in certain roles, with uncapped earning potential noted for some sales positions and additional reward-and-recognition programs and service awards referenced.
Radius (radius.com) Insights
What We Do
Radius is a global business services company founded in the UK in 1990 that now operates in 18 countries across five continents. Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings in fleet and connectivity. Our role is to empower these companies through a unique set of solutions, talented team and an expansive network of specialist partners. This foundation uniquely positions us to deliver solutions to businesses of all sizes. Our people are critical to our success as we develop new innovative products across a growing range of businesses. We like to develop our people and allow them to grow within the company, helping them become experts in their chosen area and potential leaders for the future.
