Customer Support Representative

Company:

Based in San Diego, CA, IPS Group, Inc. is a leader in smart parking, mobility, and transportation technologies. Before “Smart Cities” and “IoT” were buzzwords, IPS was delivering secure cloud-based solutions to monetize and optimize high-demand curb-space and parking facilities. Our scalable solutions include a comprehensive suite of parking hardware, software and payment technologies to serve the ever-growing parking demands of both large and small cities.

In 2005, IPS introduced the Smart Parking Meter, launching a new era of parking management. Later, the Company introduced other Smart Parking solutions, evolving into a single-source provider of a comprehensive parking technology platform. Pay stations, upgrade kits, enforcement and permitting solutions, vehicle detection sensors, mobile payment, and other applications - all powered by the same collective intelligence of the IPS organically developed Data Management System. Today, IPS is proud to offer the industry’s only true, fully integrated Parking Management Suite.

IPS innovations have transformed Smart Parking operations from a tedious, time-consuming chore into a streamlined, proactive revenue-generating process powered by a single source with 360-degree management capabilities. In the modern era, where parking has become curb management, the IPS Data Management System has led the way to data-enhanced decision-making for sustainable cities. The Company boasts over 160 patents, including differentiated IoT offerings at the intersection of hardware and digital/mobile payment technologies.

Job Description:

The Customer Support Representative is responsible for providing first-line support to IPS clients by handling inbound inquiries, troubleshooting basic technical issues, and ensuring timely resolution or escalation. This role focuses on delivering consistent, high-quality support experience by following established processes, documenting interactions, and escalating more complex issues to advanced support or engineering teams.

Essential Duties and Responsibilities:

Customer Support:

• Serve as the first point of contact for client and public inquiries via phone, email, chat and the support portal
• Respond to and resolve routine customer issues related to IPS hardware, software, and systems
• Perform basic troubleshooting using established diagnostic processes and knowledge base resources
• Guide customers through step-by-step solutions in a clear and professional manner, providing ad-hoc training, as necessary
• Generating quotes for IPS products/services

Ticket Management:

• Accurately log, track, and update support tickets in the case management system
• Ensure all customer interactions are properly documented
• Prioritize and manage multiple support requests to meet service level expectations

Escalation:

• Identify issues that require advanced technical support and escalate, as appropriate
• Provide clear and complete documentation when escalating issues

Support Operations:

• Assist with basic administrative support tasks such as order status inquiries, shipping updates, and general client requests
• Follow standard operating procedures to ensure consistency and accuracy

Qualifications:

• 1-3 years of experience in customer support or help desk
• Basic understanding of computer systems and troubleshooting
• Strong communication skills
• Ability to follow processes and work within defined procedures
• Strong attention to detail and organization
• Customer-focused with a professional demeanor

Education/Experience:

:

• Experience supporting technical products or SaaS platforms
• Familiarity with ticketing systems or CRM tools
• Exposure to parking, enforcement, or municipal systems is a plus

Physical Demands, Equipment, and Machinery:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

Ability to perform work on a desktop or laptop computer requiring manual dexterity to operate keyboards, fax machines, calculators, photocopying equipment and multi-line phone. Ability to sit for long periods of time, concentrate on a task without being distracted and look at a computer screen to see details at close range.

Work Environment:

The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

The position is on-site in our San Diego, CA office. The environment is clean and typically free from dust and hazardous materials. This indoor environment is temperature-controlled.

Note: The above statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel in this classification. Nothing in the job description restricts IPS Group, Inc. from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an "AT-Will" employer. It is the policy of IPS Group, Inc. not to discriminate against any applicant for employment, or any employee, because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Job Type: Full-time

Salary range: $26 - $28/hr.

An Equal Opportunity Employer-M/F/D/V