IoT Support Specialist

  • Location: Dallas
  • Type: Contract To Hire
  • Job #9430

Our client has an immediate opening for an IoT Support Specialist in their Customer Experience Department. The IoT Support Specialist is responsible for providing excellent technical support for IoT products and solutions as part of the Customer Experience department and ensuring our client deliver’s superior customer service.

The position will be responsible for doing their part as a member of the Customer Experience Team in enhancing customer relationships by resolving customer impacting issues while meeting organizational and operational objectives


  • Participate in the daily operations of the customer experience team and build a “customer first” culture within the team

  • Responsible for doing their part in meeting SLA’s established with Channel Partners and Customers and KPIs established by Management Team

  • Gathers information related to issues, determines the root cause and devises solutions to resolve the issue

  • Produce required Reports for Management, Channel Partners, and Customers

  • Take ownership of an issue and work closely with the customer and internal support groups to diagnose the issue and find resolution quickly and accurately

  • Handle complex and escalated customer service issues

  • When possible, resolve technical issues using various methods, including but not limited to, remotely accessing the customers environment, speaking with customer via teleconference, or walking the customer through the resolution

  • Maintain detailed records of customer issues with software and hardware and use these notes to diagnose and repair complex problems. They may also provide these reports to the Customer Experience department to track problems reported by multiple users. Additionally, may examine records of a customer’s history of software or hardware problems and offer suggestions to prevent future issues

  • Assist with training, development and implementation best practices.

  • Isolate and identify areas of improvement

  • Competencies

  • Problem Solving

  • Priority Setting

  • Time Management

  • Drive for Results

  • Data Collection

  • Customer Focus

  • Communications

  • Proper sense of urgency

  • Strong passion for technology and knowledge of how things work


  • Bachelor’s Degree preferred or minimum 4 year of professional experience strongly preferred

  • Experience working in an IT support capacity is a plus

  • Excellent communication skills, listening to a customer’s issues, formulating decisive resolutions

  • Proven ability to multi-task with assigned projects and see them through to completion with minimal supervision

  • Demonstrated superior customer service even under tight deadlines and conditions of critical urgency.

  • Fully utilize Support Ticket tools to enhance productivity and document incident resolution

  • Must have initiative, be a self-starter, and have a desire to learn new customer requirements, technologies, and platforms/tools

  • Excellent technical hardware and computer skills

  • Excellent technical and creative problem-solving skills

  • Support analysts typically handle multiple user issues at once, so they should be able to effectively manage their time, set priorities, and resolve problems in a timely manner

  • Ability to test and troubleshoot technology

  • Must be extremely detail oriented

  • Excellent verbal and written communications skills

  • Must be dependable, trustworthy and punctual

  • Flexible to work overtime and weekends, as needed

  • Must be able to work with all levels of Stratix employees from technicians to senior leadership


    For more information on this job visit:

    VC5 Consulting has been named by business journals as one of the best places to work.

    We offer benefits such as weekly pay, health insurance, 401k and even profit sharing to our consultants.




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