📍 Job Overview

Job Title: Technical Support Specialist
Company: Agile Fleet Inc
Location: Chantilly, Virginia, United States
Job Type: Full-Time
Category: Customer Support / Technical Support
Date Posted: June 18, 2025
Experience Level: Mid-Level (2-5 years)
Remote Status: Remote OK

🚀 Role Summary

Provide exceptional technical support to clients using the FleetCommander application and associated hardware.
Troubleshoot application interfaces, custom tools, and hardware problems from third-party vendors.
Maintain a strong sense of ownership of client relationships and ensure timely resolution of client tickets.
Collaborate with cross-functional teams to escalate incidents and issues affecting client production software and hardware.
Contribute to product testing cycles and maintain key performance indicator goals.

📝 Enhancement Note: This role requires a high level of technical aptitude and the ability to quickly learn new technologies. It is ideal for candidates with experience in technical support roles and a passion for problem-solving.

💻 Primary Responsibilities

Client Support: Respond to and resolve client tickets in a friendly and timely manner using the Salesforce ticketing system. Common topics include software and configuration settings, hardware troubleshooting, reports, and client-specific integrations.
Inbound Support: Answer in-bound support calls and emails, and track cases from open to closed.
Client Management: Update client and asset information on multiple platforms and track and communicate client feature requests to product development.
Team Collaboration: Participate in regular meetings with support team members to ensure overall team success and efficiently escalate incidents and issues to development and product management teams.
Process Documentation: Document processes and procedures necessary to resolve application issues and/or best practices, and maintain and document information for client-facing knowledge base.
Product Testing: Assist with product testing cycles – system and regression testing.

📝 Enhancement Note: This role involves a high level of multitasking and the ability to work effectively under pressure when working through client issues. Strong interpersonal and communication skills are essential for success in this position.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience: Minimum of 3+ years in a technical support role that was preferably client-facing.

Required Skills:

Exceptionally strong verbal and written communication skills
Strong interpersonal skills
High-level of technical aptitude and an ability to quickly learn new technologies
Ability to quickly assess situations to pinpoint the source of technical issues
Ability to be effective under pressure when working through client issues
Ability to multi-task and work independently without constant guidance
Alignment to Agile Fleet’s Core Values

Preferred Skills:

Experience and/or certification with Salesforce or other help desk systems
Experience working with hardware (kiosk, key box, RFID, CradlePoint)
Networking knowledge
Experience with Microsoft Teams
Fleet Management Experience
Experience with meeting Service Level Agreements
Experience with technical writing

📝 Enhancement Note: While not required, experience with Salesforce, hardware troubleshooting, and networking knowledge would be beneficial for this role. Candidates with fleet management experience or experience meeting service level agreements may also find this role particularly suitable.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong track record of successfully resolving technical support tickets in a client-facing role.
Showcase examples of troubleshooting application interfaces, custom tools, and hardware problems from third-party vendors.
Highlight any experience with Salesforce or other help desk systems, hardware troubleshooting, networking knowledge, and fleet management.

Technical Documentation:

Provide examples of process documentation and knowledge base articles created to resolve application issues and/or best practices.
Demonstrate experience with technical writing and creating user-friendly documentation.

📝 Enhancement Note: While a portfolio is not explicitly required for this role, providing examples of successful client support cases and technical documentation can help demonstrate the candidate's qualifications and commitment to the position.

💵 Compensation & Benefits

Salary Range: $50,000 - $75,000 per year (based on experience and location)

Benefits:

Health, dental, paid vacation, holidays, and matching 401K plan
Paid, paid time off program
Flexible work environment with casual dress code and remote work possibility
Training on different hardware and software technologies
Dynamic and dedicated coworkers

Working Hours: 40 hours per week, with the possibility of working remote and flexible hours.

📝 Enhancement Note: The salary range for this position is competitive and commensurate with experience. The benefits package is designed to support the well-being and growth of employees, with a focus on work-life balance and professional development.

🎯 Team & Company Context

Industry: Fleet Management Software

Company Size: Medium (100-249 employees)

Founded: 2013

Team Structure:

The technical support team is responsible for providing exceptional support to clients using the FleetCommander application and associated hardware.
The team works closely with cross-functional teams, including development and product management, to ensure overall team success and efficiently escalate incidents and issues.
The team is committed to maintaining a strong sense of ownership of client relationships and ensuring timely resolution of client tickets.

Development Methodology:

The team uses Salesforce as the primary ticketing system to track and manage client tickets.
Regular meetings are held to ensure overall team success and efficiently escalate incidents and issues.
The team is committed to maintaining key performance indicator goals, including first response times and age of cases.

Company Website: Agile Fleet Inc

📝 Enhancement Note: Agile Fleet Inc is a growing company committed to its core values and colleagues. It offers great benefits, including the company paying for vacation expenses. The team provides exceptional support to clients Monday through Friday from 7 AM to 7 PM Eastern.

📈 Career & Growth Analysis

Technical Support Specialist Career Level: This role is a mid-level position within the technical support career path. It requires a strong foundation in technical support and a passion for problem-solving. The role offers opportunities for growth and development within the technical support field.

Reporting Structure: The Technical Support Specialist reports directly to the Support Manager and works closely with cross-functional teams, including development and product management.

Technical Impact: The Technical Support Specialist plays a crucial role in ensuring client satisfaction and maintaining the reputation of the FleetCommander application and associated hardware. By providing exceptional technical support, the Technical Support Specialist helps to drive user adoption and ensure the success of the product.

Growth Opportunities:

Technical Growth: As a mid-level position, this role offers opportunities for growth and development within the technical support field. Candidates can expect to gain experience with new technologies and expand their skill set over time.
Leadership Potential: With experience and demonstrated success, candidates may have the opportunity to move into leadership roles within the technical support team or other areas of the organization.

📝 Enhancement Note: This role offers significant opportunities for growth and development within the technical support field. Candidates with a strong passion for problem-solving and a commitment to exceptional client support are well-positioned for success in this role.

🌐 Work Environment

Office Type: Agile Fleet Inc offers a flexible work environment with a casual dress code and the possibility of remote work.

Office Location(s): The company's headquarters is located in Chantilly, Virginia, United States.

Workspace Context:

The technical support team works closely together to ensure overall team success and efficiently escalate incidents and issues.
The team is committed to maintaining a strong sense of ownership of client relationships and ensuring timely resolution of client tickets.
The team uses Salesforce as the primary ticketing system to track and manage client tickets.

Work Schedule: The team provides exceptional support to clients Monday through Friday from 7 AM to 7 PM Eastern. This position can be remote and open to candidates in any US time zone. The company is currently hiring multiple candidates to fill the following working hours: 7 AM-4 PM Eastern, and 10 AM-7 PM Eastern.

📝 Enhancement Note: Agile Fleet Inc offers a flexible work environment with a casual dress code and the possibility of remote work. The team is committed to maintaining a strong sense of ownership of client relationships and ensuring timely resolution of client tickets.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss the candidate's experience and qualifications for the role.
Technical Assessment: A hands-on assessment to evaluate the candidate's technical skills and problem-solving abilities. This may include troubleshooting application interfaces, custom tools, and hardware problems from third-party vendors.
Behavioral Interview: A structured interview to assess the candidate's communication skills, interpersonal skills, and cultural fit.
Final Decision: The hiring manager will make a final decision based on the candidate's performance throughout the interview process.

Portfolio Review Tips:

Highlight examples of successful client support cases and technical documentation.
Demonstrate a strong track record of successfully resolving technical support tickets in a client-facing role.
Showcase examples of troubleshooting application interfaces, custom tools, and hardware problems from third-party vendors.

Technical Challenge Preparation:

Brush up on troubleshooting skills and be prepared to discuss common issues and solutions.
Familiarize yourself with the FleetCommander application and associated hardware.
Prepare for questions about Salesforce or other help desk systems, hardware troubleshooting, networking knowledge, and fleet management.

ATS Keywords: (See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category, at the end of this document.)

📝 Enhancement Note: The interview process for this role is designed to evaluate the candidate's technical skills, problem-solving abilities, communication skills, and cultural fit. Candidates should be prepared to discuss their experience with technical support, troubleshooting, and client-facing roles.

🛠 Technology Stack & Web Infrastructure

Ticketing System: Salesforce

Hardware Platforms: Kiosk, key box, RFID, CradlePoint, and other third-party hardware vendors

Software Technologies: FleetCommander application, custom tools, and third-party software integrations

📝 Enhancement Note: The technology stack for this role is centered around the FleetCommander application and associated hardware. Candidates should be familiar with the application and have experience with troubleshooting application interfaces, custom tools, and hardware problems from third-party vendors.

👥 Team Culture & Values

Technical Support Values:

Exceptional client support
Strong sense of ownership of client relationships
Timely resolution of client tickets
Effective communication and interpersonal skills
Strong problem-solving abilities
Continuous learning and improvement

Collaboration Style:

The technical support team works closely together to ensure overall team success and efficiently escalate incidents and issues.
The team is committed to maintaining a strong sense of ownership of client relationships and ensuring timely resolution of client tickets.
The team uses Salesforce as the primary ticketing system to track and manage client tickets.

📝 Enhancement Note: Agile Fleet Inc values exceptional client support, strong sense of ownership of client relationships, and timely resolution of client tickets. The technical support team works closely together to ensure overall team success and efficiently escalate incidents and issues.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting application interfaces, custom tools, and hardware problems from third-party vendors
Maintaining a high level of technical aptitude and quickly learning new technologies
Working effectively under pressure when working through client issues
Efficiently escalating incidents and issues to development and product management teams

Learning & Development Opportunities:

Opportunities to gain experience with new technologies and expand skill set over time
Training on different hardware and software technologies
Potential to move into leadership roles within the technical support team or other areas of the organization

📝 Enhancement Note: This role offers significant opportunities for growth and development within the technical support field. Candidates with a strong passion for problem-solving and a commitment to exceptional client support are well-positioned for success in this role.

💡 Interview Preparation

Technical Questions:

Troubleshooting: Describe a time when you had to troubleshoot a complex technical issue. What steps did you take to identify and resolve the problem?
Client Communication: How do you handle difficult or upset clients? Can you provide an example of a time when you had to manage a challenging client situation?
Teamwork: Can you describe a time when you had to work collaboratively with a team to resolve a technical issue? What was the outcome, and what did you learn from the experience?

Company & Culture Questions:

Company Values: How do you align with Agile Fleet’s Core Values?
Team Dynamics: How do you see yourself fitting into the technical support team and contributing to overall team success?
Long-term Goals: Where do you see yourself in five years, both personally and professionally? How does this role fit into your long-term career goals?

Portfolio Presentation Strategy:

Highlight examples of successful client support cases and technical documentation.
Demonstrate a strong track record of successfully resolving technical support tickets in a client-facing role.
Showcase examples of troubleshooting application interfaces, custom tools, and hardware problems from third-party vendors.

📝 Enhancement Note: The interview process for this role is designed to evaluate the candidate's technical skills, problem-solving abilities, communication skills, and cultural fit. Candidates should be prepared to discuss their experience with technical support, troubleshooting, and client-facing roles.

📌 Application Steps

To apply for this Technical Support Specialist position:

Submit Application: Provide a cover letter and resume through the application link.
Prepare Portfolio: Highlight examples of successful client support cases and technical documentation, demonstrating a strong track record of resolving technical support tickets in a client-facing role.
Research Company: Familiarize yourself with Agile Fleet Inc, its products, and the FleetCommander application. Understand the company's core values and commitment to exceptional client support.
Prepare for Interview: Brush up on troubleshooting skills, be prepared to discuss common issues and solutions, and familiarize yourself with the FleetCommander application and associated hardware. Prepare for questions about Salesforce or other help desk systems, hardware troubleshooting, networking knowledge, and fleet management.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to technical support roles, with a focus on client-facing responsibilities, troubleshooting, and problem-solving.
Include web portfolio requirements, live project demonstrations, and user experience considerations relevant to technical support roles.
Address web technology career progression, emerging technology adoption, and technical specialization within the technical support field.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical support processes, client communication, and team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute technical support and customer service-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and technical support specialization.

Industry Expertise:

Include specific technical support and customer service skills, such as ticket management, client communication, and problem-solving.
Address technical support career progression paths and leadership opportunities within the technical support field.
Provide tactical advice for technical support portfolio development, live demonstrations, and project case studies.
Include technical support interview preparation and coding challenge guidance.
Emphasize client communication, problem-solving methods, and performance optimization for technical support roles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use technical support and customer service industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support professionals.
Provide actionable insights that give technical support candidates a competitive advantage.
Focus on technical support team culture, cross-functional collaboration, and user impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize technical support best practices, troubleshooting principles, and problem-solving methods.
Include specific portfolio requirements tailored to the technical support discipline and role level.
Address common technical support challenges, such as application interfaces, custom tools, and hardware problems from third-party vendors.
Focus on client communication, problem-solving methods, and performance optimization for technical support roles.
Include technical presentation skills and stakeholder communication for technical support projects.

Avoid:

Generic business jargon not relevant to technical support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific technical support role.
Marketing language unrelated to technical support, troubleshooting, or client communication.

Generate comprehensive, technical support-focused content that serves as a valuable resource for technical support candidates evaluating career opportunities and preparing for technical interviews in the technical support industry.

Technical Support Specialist