PoC Technical Support Specialist

Hytera America, Inc.; California (MO); On-site; USD 26,174 - 30,307; Full time

Job summary

Hytera US Inc. is seeking a customer-facing PoC Technical Support Specialist to assist users of our Push-to-Talk over Cellular system in the field.

You will troubleshoot real-time issues, configure devices, and ensure reliable performance across networks and environments. Ideal candidates have 2+ years in customer-facing technical support, strong communication, and experience with mobile apps, networking, and support tools.

Qualifications

• 2+ years in a customer-facing technical support or customer success role.
• Strong communication skills with a calm, professional, and customer-first approach.
• Experience troubleshooting mobile apps, connectivity issues, or real-time communication systems.
• Ability to diagnose problems involving devices, networks (cellular/Wi‑Fi), and user configuration.
• Comfortable working in fast-paced environments where uptime and responsiveness matter.
• Familiarity with support tools (Zendesk, Intercom, Jira, etc.).

Responsibilities

• Serve as the first line of support for customers using our Push-to-Talk over Cellular platform.
• Assist users with device setup, configuration, provisioning, and connectivity issues.
• Troubleshoot real-time communication issues (audio, latency, group/channel access, network behavior).
• Support mobile and web-based PoC applications across iOS, Android, and desktop environments.
• Work directly with customers via phone, chat, and email to resolve urgent issues quickly and clearly.
• Help customers understand how to best use Push-to-Talk features in their workflows.
• Escalate and document bugs, outages, and performance issues with detailed technical context.
• Partner with engineering and product teams to diagnose recurring issues and improve system reliability.
• Monitor support trends to identify common field challenges and improve customer experience.
• Maintain clear documentation and help guides tailored to real-world user scenarios.

Job description

Future Opening: PoC Technical Support Specialist

Join a Leading Communications Technology Company

Leading the way in two-way radio and Push-to-Talk over Cellular (PoC) technologies, Hytera US Inc. caters to vital communications areas such as commercial companies, public safety, education, and hospitality. Being a leading innovator in the field with state-of-the-art DMR technology and excellent audio quality, we are looking for a remarkable technical services associate to help us expand in this highly promising area.

About the Role

We’re looking for a customer-facing Push-to-Talk over Cellular (PoC) Technical Support Specialist to support users who rely on mission-critical communication tools in the field.

In this role, you’ll be the primary point of contact for customers using our Push-to-Talk over Cellular system—helping them stay connected, troubleshoot real-time communication issues, and ensure reliable performance across devices, networks, and environments.

Because Push-to-Talk systems are often used in time-sensitive, operational settings (field teams, logistics, security, construction, transportation, etc.), your ability to respond quickly, communicate clearly, and resolve issues efficiently directly impacts customer success.

What You’ll Do

• Serve as the first line of support for customers using our Push-to-Talk over Cellular platform
• Assist users with device setup, configuration, provisioning, and connectivity issues
• Troubleshoot real-time communication issues (audio, latency, group/channel access, network behavior)
• Support mobile and web-based PoC applications across iOS, Android, and desktop environments
• Work directly with customers via phone, chat, and email to resolve urgent issues quickly and clearly
• Help customers understand how to best use Push-to-Talk features in their workflows
• Escalate and document bugs, outages, and performance issues with detailed technical context
• Partner closely with engineering and product teams to diagnose recurring issues and improve system reliability
• Monitor support trends to identify common field challenges and improve customer experience
• Maintain clear documentation and help guides tailored to real-world user scenarios

What We’re Looking For

• 2+ years in a customer-facing technical support or customer success role
• Strong communication skills with a calm, professional, and customer-first approach
• Experience troubleshooting mobile apps, connectivity issues, or real-time communication systems
• Ability to diagnose problems involving devices, networks (cellular/Wi-Fi), and user configuration
• Comfortable working in fast-paced environments where uptime and responsiveness matter
• Familiarity with support tools (Zendesk, Intercom, Jira, etc.)
• Ability to clearly explain technical issues to non-technical users in the field

Qualifications

• High school diploma or equivalent; Computer Science A.A degree or technical certifications preferred.
• Excellent problem-solving and communication skills.
• Ability to work independently and in a team

Preferred Skills

• Strong computer knowledge for software and hardware troubleshooting
• Proficiency in Microsoft 365 Office suite
• Exceptional work ethic

Nice to Have

• Experience with Push-to-Talk over Cellular (PoC/PTT), dispatch systems, or radio replacement technologies
• Background in telecommunications, mobile networking, or SaaS communication platforms
• Understanding of LTE/5G connectivity, VoIP, or real-time audio systems
• Experience supporting field-based industries (logistics, public safety, construction, transportation)

Why This Role Matters

Push-to-Talk over Cellular systems are often mission-critical—when they fail, teams can’t communicate. In this role, you are directly responsible for keeping people connected in the moments that matter most. Your support ensures reliability, safety, and coordination for teams operating in real time.

Final compensation based on ability and talent

Direct hire only, NO AGENCIES PLEASE

Compensation: $19.00 - $22.00 per hour

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.