• Job Description

  Req#: 1375379

  Description

  Company Overview

  OptConnect, based in the heart of Silicon Slopes—Kaysville, Utah, is a leading provider of managed wireless connectivity for mission-critical IoT applications. Our innovative hardware, smart remote monitoring, and carrier integration power over 1 million active lines across thousands of customers. With the strategic acquisitions of PWS, M2MDataGlobal, and Capestone, we’ve expanded our global footprint and technical expertise.

  
  

  Recognized on the Inc. 5000 list and honored as one of Utah Business Magazine’s Best Companies to Work For for multiple consecutive years, OptConnect is proud of our high-performance culture that blends innovation, collaboration, and a shared commitment to excellence.

  
  

  As we penetrate new markets and expand our product suite, we are constantly looking for smart, driven people to help us succeed. If you’d like to join our mission to connect the world, we look forward to hearing from you.

  
  

  Job Description

  We are looking for a highly motivated self-starter to join our OptConnect team as a Technical Support Specialist. Our Technical Support Specialists are responsible for capturing and resolving customer technical inquiries via phone, chat, and email from prospective and current customers. This position is a vital part of ensuring our customers receive the highest level of service and technical resolution.

  
  

  The ideal candidate will work well in a team and independently, maintain a positive and professional attitude, and demonstrate a strong commitment to quality service. They must possess excellent communication skills, a strong technical aptitude, and proficiency in Microsoft Office, G Suite, and various internal systems.

  
  

  Responsibilities Include:

  • Field incoming customer inquiries via phone, chat, and email.
  • Own customer issues from case creation to resolution; escalate as needed while maintaining ownership.
  • Perform basic to advanced troubleshooting on devices, antennas, routers, and network settings (e.g., signal strength, APN, VPN, firewall settings).
  • Diagnose and resolve mobile connectivity issues, including multi-carrier network support (Verizon, AT&T, T-Mobile).
  • Utilize ERP to document, track, and manage customer cases accurately and in a timely manner.
  • Perform device provisioning, profile updates, SIM swaps, and firmware updates using internal systems.
  • Support advanced troubleshooting processes including static IP configurations, OpenVPN settings, and custom port forwarding.
  • Assist with RMA process including testing and validating returned units.
  • Use inventory and diagnostic tools (e.g., IMEI lookups, serial number validation, connection diagnostics) to support troubleshooting.
  • Guide customers through self-service portals and provide training or documentation support when appropriate.
  • Communicate and collaborate with other departments (IT, Engineering, Sales) to resolve complex issues.
  • Perform outbound follow-up on unresolved or escalated customer cases.
  • Help identify and document trends or recurring issues for continuous improvement efforts.
  • Adhere to internal knowledge base and approved messaging during all support interactions.
  • Participate in training and mentoring opportunities to continually develop technical knowledge.
  • Other duties as assigned.

  Requirements

  • High customer empathy and exceptional service orientation.
  • Strong technical aptitude and logical problem-solving skills.
  • Excellent written and verbal communication skills.
  • Demonstrated ability to work in a fast-paced environment and manage competing priorities.
  • High attention to detail and commitment to accuracy.
  • Proficiency with Microsoft Office, Google Workspace, and ticketing/ERP platforms.
  • Flexibility to work weekends, holidays, and additional hours as required.
  • Prior experience in a technical support, helpdesk, or NOC environment preferred.
  • Experience with wireless routers, cellular modems, and IoT devices is a plus.

  
  

• About the company

  OptConnect, a Grant Victor company, is the nation’s leading provider of wireless connectivity solutions for ATMs. OptConnect furnishes fast, secure wireless connectivity for ATMs, boosting cost savings, reliability and simplicity for customers. Our ...

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