Customer Support Specialist

About the Job

We are seeking two dedicated Customer Support Specialists with a strong background in Helpdesk and Customer Support to join our dynamic team. The ideal candidate will combine solid technical expertise with excellent communication skills to effectively engage both technical and non-technical stakeholders.

In this role, you will partner closely with Engineering, Customer Experience, and other cross-functional teams to identify root causes of issues affecting store deployments and overall customer experience. You'll thrive in a collaborative environment, drive projects to resolution, and champion process improvements that enhance RADAR's operational efficiency and customer satisfaction.

Responsibilities

• Serve as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders.
• Partner with IT, Engineering, and other cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments.
• Develop and maintain SQL queries and automation scripts to streamline processes, improve team productivity, and SLA adherence
• Manage and track support requests using service desk management tools, ensuring timely resolution and accurate documentation.
• Drive root cause analysis and ensure effective issue escalation and follow-up.
• Maintain strong communication with customers, providing clear explanations of technical issues in accessible, non-technical terms.
• Contribute to a culture of continuous improvement within Customer Operations and Store Support processes.

About You

Required

• You have 3+ years of experience in Helpdesk, Technical Support, or Customer Support roles.
• You have proven ability to explain technical concepts to non-technical audiences clearly and effectively.
• You are proficient SQL knowledge with the ability to analyze data and develop scripts that automate processes and drive team productivity.
• You have strong problem-solving, analytical, and organizational skills with a high attention to detail.
• You have experience using service desk management software to monitor KPIs and track customer issues.
• You have familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices.
• You have demonstrated ability to evaluate, escalate, and drive issues to timely resolution.
• You have the ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure.
• You have excellent written and verbal communication skills.
• You have the ability to work independently and collaboratively across teams.
• You have Intermediate knowledge of: Linux, Networking, Terminal. CMD, SSH and Telnet
• You have strong customer-centric mindset and ability to foster positive relationships with partners and hardware teams.
• You have flexibility to work additional hours as required to provide issue resolution.
• You are comfortable working independently with minimal supervision and confidently managing customer escalations.
• You are available to work the required nonstandard schedule: Wednesday-Friday, 12:00-9:00 p.m. ET, and Saturday-Sunday, 9:00 a.m.-6:00 p.m. ET.

Preferred

• You have previous experience supporting retail customers or store environments.
• You have experience with automation frameworks or scripting languages (e.g., Bash, Python, PowerShell).
• You have a background in incident response or root cause analysis frameworks.
• You have experience using API's (REST & GraphQL)
• You have experience in managing multiple projects from start to finish and meeting deliverables.
• You have experience working non-standard hours
• You are based in or near the New York metropolitan area and can work from our New York office on Wednesdays and Thursdays. New York-based candidates are strongly preferred.

Pay and benefits

At RADAR, your base pay is one part of your total compensation package. This role is a non-exempt position at $35-$55 an hour (dependent on leveling) with eligibility for overtime.

Individual pay is determined by work location and additional factors, including job-related skills, experience and relevant education or training.You will also be eligible to receive other benefits including: equity, comprehensive medical and dental coverage, life and disability benefits, 401k plan, flexible time off, and paid parental leave.

The pay range listed for this position is a good faith and reasonable estimate of the range of possible base compensation at the time of posting.

Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness.