{"schemaVersion":"jobsearcher.job.v1","id":"addd9c8de2cf1dc1a5ed4a96","url":"https://jobsearcher.com/jobs/addd9c8de2cf1dc1a5ed4a96","canonicalUrl":"https://jobsearcher.com/jobs/addd9c8de2cf1dc1a5ed4a96","title":"Technical Support Representative","description":"OktoRocket, headquartered in Tennessee, is a comprehensive automotive technology solutions provider specializing in advanced analytics, communications, and service optimization. We transform complex business data into actionable insights while enabling seamless customer communications through our integrated software platform. Our solutions help automotive service businesses optimize their operations, enhance customer relationships, and drive sustainable growth.\nJob Overview:\nWe are seeking an experienced Technical Support Representative to join our growing team. This role combines technical expertise with customer service excellence to support our diverse software platform. The ideal candidate will help our automotive service clients maximize the value of both our analytics and communications solutions, ensuring they fully leverage our platform's capabilities for business success.\nKey Responsibilities:\nCustomer Support and Issue Resolution:\nServe as the first point of contact for clients experiencing technical issues, resolving them efficiently and professionally.\nTroubleshoot and diagnose software issues, escalating to the technical team as needed while keeping clients informed throughout the process.\nProvide timely and accurate responses to client inquiries, ensuring a high level of customer satisfaction.\nTechnical Expertise:\nExperience in VoIP technology, including SIP, RTP, QoS, codecs\nKnowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX Deployment, TCP/IP (IPv4), DNS, etc.\nNetworking, IT or telecommunications certifications a plus - Network+ or equivalent is desirable.\nMaintain an in-depth understanding of OktoRocket’s products, services, and features to effectively support client needs and address questions.\nStay up-to-date with product updates, industry trends, and relevant technical knowledge to better assist clients and improve support processes.\nProduct Training and Onboarding:\nGuide clients through product setup and onboarding, ensuring a smooth transition to using OktoRocket’s solutions.\nConduct training sessions for new clients and provide ongoing support for existing users, helping them maximize the benefits of our products.\nCustomer Relationship Management:\nBuild strong relationships with clients by providing responsive, reliable, and attentive support that promotes long-term loyalty.\nProactively engage with clients to gather feedback, identifying ways to improve our product and service offerings.\nDocumentation and Knowledge Sharing:\nDocument client interactions, issues, and resolutions within our CRM system, ensuring accurate records for future reference and analysis.\nContribute to our knowledge base by developing support resources, FAQs, and troubleshooting guides for clients and internal use.\nContinuous Improvement:\nIdentify patterns in customer inquiries and issues, providing feedback to the product development team to drive product enhancements.\nWork collaboratively with cross-functional teams, including sales, product, and development, to continuously improve the customer experience.\nQualifications:\nExperience in VoIP technology, including SIP, RTP, QoS, codecs.\nKnowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX Deployment, TCP/IP (IPv4), DNS, etc.\nProven experience in customer support, preferably in a technical or software-focused role.\nStrong problem-solving skills with the ability to troubleshoot complex technical issues effectively.\nExcellent communication skills, with the ability to explain technical information in a clear, concise manner to clients of varying technical backgrounds.\nFamiliarity with CRM and support ticketing systems; experience with customer support software is a plus.\nHighly organized, detail-oriented, and able to manage multiple client cases simultaneously.\nDemonstrated empathy, patience, and dedication to providing exceptional customer service.\nAbility to quickly learn new software applications and stay updated on product changes.\nA proactive and collaborative attitude, with a commitment to continuous improvement.\nBenefits:\nOpportunity to grow and develop your career within a fast-growing company.\nGenerous Paid Time Off.\nPaid holidays.\nHealth, dental, and vision insurance.\n401(k) plan with company match.\nCompany-paid life insurance and long-term disability.\nShort-term disability.\nAccident and critical illness coverage.\nEmployee Assistance Program.\nEqual Opportunity Statement:\nOktoRocket, LLC is proud to be an Equal Opportunity Employer and welcomes applicants from all backgrounds to apply. We are committed to providing a work environment that fosters diversity, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, veteran status, or disability status.\nJob Type: Full-time\nPay: From $55,000.00 per year\nBenefits:\n401(k)\n401(k) matching\nDental insurance\nEmployee assistance program\nFlexible spending account\nHealth insurance\nHealth savings account\nLife insurance\nPaid time off\nVision insurance\nApplication Question(s):\nApplicants are required to complete a characteristics self-assessment as part of the application process. The average time to complete this portion of the application is 10-12 minutes. No preparation is needed, however please take your time, read the instructions, and complete the assessment by yourself. Please complete the assessment either directly before or after submitting your application. Applications submitted without completion of the assessment will not be considered. To access the assessment, please copy and paste the following link into a new tab (preferably Google Chrome):\nhttps://surveys.cultureindex.com/s/oXQYth7jhg/103158\nExperience:\nVoIP: 2 years (Required)\nAbility to Commute:\nFranklin, TN 37067 (Required)\nWork Location: In person","company":"Oktorocket","rawCompany":"oktorocket","city":"Franklin","state":"TN","isRemote":false,"isActive":false,"createdAt":"2026-08-03T19:34:43.381Z","occupations":[{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Representative","description":"OktoRocket, headquartered in Tennessee, is a comprehensive automotive technology solutions provider specializing in advanced analytics, communications, and service optimization. We transform complex business data into actionable insights while enabling seamless customer communications through our integrated software platform. Our solutions help automotive service businesses optimize their operations, enhance customer relationships, and drive sustainable growth.\nJob Overview:\nWe are seeking an experienced Technical Support Representative to join our growing team. This role combines technical expertise with customer service excellence to support our diverse software platform. The ideal candidate will help our automotive service clients maximize the value of both our analytics and communications solutions, ensuring they fully leverage our platform's capabilities for business success.\nKey Responsibilities:\nCustomer Support and Issue Resolution:\nServe as the first point of contact for clients experiencing technical issues, resolving them efficiently and professionally.\nTroubleshoot and diagnose software issues, escalating to the technical team as needed while keeping clients informed throughout the process.\nProvide timely and accurate responses to client inquiries, ensuring a high level of customer satisfaction.\nTechnical Expertise:\nExperience in VoIP technology, including SIP, RTP, QoS, codecs\nKnowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX Deployment, TCP/IP (IPv4), DNS, etc.\nNetworking, IT or telecommunications certifications a plus - Network+ or equivalent is desirable.\nMaintain an in-depth understanding of OktoRocket’s products, services, and features to effectively support client needs and address questions.\nStay up-to-date with product updates, industry trends, and relevant technical knowledge to better assist clients and improve support processes.\nProduct Training and Onboarding:\nGuide clients through product setup and onboarding, ensuring a smooth transition to using OktoRocket’s solutions.\nConduct training sessions for new clients and provide ongoing support for existing users, helping them maximize the benefits of our products.\nCustomer Relationship Management:\nBuild strong relationships with clients by providing responsive, reliable, and attentive support that promotes long-term loyalty.\nProactively engage with clients to gather feedback, identifying ways to improve our product and service offerings.\nDocumentation and Knowledge Sharing:\nDocument client interactions, issues, and resolutions within our CRM system, ensuring accurate records for future reference and analysis.\nContribute to our knowledge base by developing support resources, FAQs, and troubleshooting guides for clients and internal use.\nContinuous Improvement:\nIdentify patterns in customer inquiries and issues, providing feedback to the product development team to drive product enhancements.\nWork collaboratively with cross-functional teams, including sales, product, and development, to continuously improve the customer experience.\nQualifications:\nExperience in VoIP technology, including SIP, RTP, QoS, codecs.\nKnowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX Deployment, TCP/IP (IPv4), DNS, etc.\nProven experience in customer support, preferably in a technical or software-focused role.\nStrong problem-solving skills with the ability to troubleshoot complex technical issues effectively.\nExcellent communication skills, with the ability to explain technical information in a clear, concise manner to clients of varying technical backgrounds.\nFamiliarity with CRM and support ticketing systems; experience with customer support software is a plus.\nHighly organized, detail-oriented, and able to manage multiple client cases simultaneously.\nDemonstrated empathy, patience, and dedication to providing exceptional customer service.\nAbility to quickly learn new software applications and stay updated on product changes.\nA proactive and collaborative attitude, with a commitment to continuous improvement.\nBenefits:\nOpportunity to grow and develop your career within a fast-growing company.\nGenerous Paid Time Off.\nPaid holidays.\nHealth, dental, and vision insurance.\n401(k) plan with company match.\nCompany-paid life insurance and long-term disability.\nShort-term disability.\nAccident and critical illness coverage.\nEmployee Assistance Program.\nEqual Opportunity Statement:\nOktoRocket, LLC is proud to be an Equal Opportunity Employer and welcomes applicants from all backgrounds to apply. We are committed to providing a work environment that fosters diversity, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, veteran status, or disability status.\nJob Type: Full-time\nPay: From $55,000.00 per year\nBenefits:\n401(k)\n401(k) matching\nDental insurance\nEmployee assistance program\nFlexible spending account\nHealth insurance\nHealth savings account\nLife insurance\nPaid time off\nVision insurance\nApplication Question(s):\nApplicants are required to complete a characteristics self-assessment as part of the application process. The average time to complete this portion of the application is 10-12 minutes. No preparation is needed, however please take your time, read the instructions, and complete the assessment by yourself. Please complete the assessment either directly before or after submitting your application. Applications submitted without completion of the assessment will not be considered. To access the assessment, please copy and paste the following link into a new tab (preferably Google Chrome):\nhttps://surveys.cultureindex.com/s/oXQYth7jhg/103158\nExperience:\nVoIP: 2 years (Required)\nAbility to Commute:\nFranklin, TN 37067 (Required)\nWork Location: In person","datePosted":"2026-08-03T19:34:43.381Z","dateModified":"2026-08-03T19:34:43.381Z","hiringOrganization":{"@type":"Organization","name":"Oktorocket","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Franklin","addressRegion":"TN","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"addd9c8de2cf1dc1a5ed4a96"},"url":"https://jobsearcher.com/jobs/addd9c8de2cf1dc1a5ed4a96"}}