Overview

The Technician, Support I is a frontline member of Synovia Global Technical Support and serves as a first point of contact for school transportation teams, parents using the mobile and web Here Comes the Bus platforms, Synovia customers, and internal partners who need technical assistance.

This role works in a fast-paced environment with high-volume phone and portal case intake. It combines customer communication, Jira case ownership, technical investigation, queue management, and operational responsiveness across Synovia and Here Comes the Bus products and services.

Tier 1 functions as the operational front door for Global Technical Support. The Technician, Support I owns initial intake, case creation, triage, investigation, customer guidance, and escalation preparation. The role resolves issues within the approved Tier 1 scope whenever practical and escalates advanced, systemic, or unresolved issues with complete documentation, supporting evidence, and a clear troubleshooting history.

Success requires accuracy, urgency, sound judgment, strong customer service, technical curiosity, and the ability to work independently while coordinating effectively with teammates and partner organizations.

Responsibilities

• Provide frontline coverage for inbound Synovia and Here Comes the Bus support calls, portal requests, and other assigned customer-support channels.
• Create, review, assign, categorize, prioritize, and actively manage customer cases in Jira from intake through resolution or escalation.
• Review the complete case description, customer responses, attachments, screenshots, and available account information before taking action.
• Deliver clear first responses, follow-up communication, troubleshooting guidance, and customer-facing updates within established support expectations.
• Resolve issues within the approved Tier 1 support scope, including login and access, password resets, portal navigation, report assistance, account administration, vehicle or device visibility, and general product-use questions.
• Support Here Comes the Bus parent inquiries involving account access, authentication, student addition, notifications, routes, stops, and bus visibility while following district-specific servicing requirements and approved customer messaging.
• Perform initial troubleshooting for Synovia hardware and software issues, including tablets, LMUs, scanners, cradles, antennas, connectivity, reporting, scripts, firmware, SIM status, vehicle assignments, and device communication.
• Validate relevant device and account information, including ESNs, serial numbers, vehicle identifiers, account numbers, reporting times, ignition state, connectivity, hardware status, firmware, scripts, and available system history.
• Use approved product references, knowledge articles, troubleshooting guides, case history, and standard operating procedures to investigate and resolve customer issues.
• Document every customer interaction, troubleshooting step, finding, decision, attachment, internal handoff, and customer communication in the associated Jira case.
• Maintain accurate case information, including organization, request type, component, support level, severity, priority, status, assignee, root cause, and resolution.
• Monitor assigned queues and dashboards throughout the workday, respond to new and aging cases, and ensure work does not stall without documented ownership or next steps.
• Escalate advanced, systemic, or unresolved issues through established processes with clear customer impact, completed troubleshooting, expected versus actual behavior, relevant dates and times, affected users or vehicles, and supporting evidence.
• Continue owning customer communication and expectations when another team is assisting with investigation or resolution, unless ownership is formally transferred under an approved process.
• Support RMA intake by confirming required troubleshooting is complete and collecting correct device identifiers, part numbers, shipping details, customer contact information, and supporting documentation.
• Identify recurring case patterns, duplicate submissions, emerging customer-impacting issues, and potential service incidents, and raise them promptly through the appropriate internal channel.
• Participate in required training, team meetings, case reviews, quality reviews, process validation, and documentation updates.
• Assist with onboarding and peer support by sharing approved procedures, product knowledge, and effective troubleshooting practices.
• Exercise sound judgment and initiative while carrying out assigned responsibilities independently and with limited supervision.
• Retain and consistently apply training, policies, procedures, coaching, and operational knowledge in daily work.
• Perform other related support and operational duties as business needs require.

Typical Daily Work

• Answer inbound support calls and make outbound calls necessary to troubleshoot, obtain missing information, or update customers.
• Work Synovia and Here Comes the Bus cases in Jira, including intake, active troubleshooting, customer follow-up, documentation, escalation, and closure.
• Research customer environments using approved support tools to validate accounts, users, vehicles, routes, devices, hardware status, and recent activity.
• Maintain responsiveness across email, Microsoft Teams, Jira notifications, customer replies, queue alerts, and internal stakeholder questions.
• Balance scheduled work with real-time call volume, urgent customer impact, seasonal demand, and emerging service issues.

Qualifications

Required Qualifications

• At least one year of experience in technical support, customer support, SaaS support, telematics, transportation technology, IoT, fleet technology, field installation, or a comparable environment.
• Experience managing customer issues in a CRM or service-management platform such as Jira Service Management or Salesforce.
• Demonstrated ability to troubleshoot methodically, gather complete information, isolate likely causes, follow documented procedures, and recognize when escalation is required.
• Strong written and verbal communication skills, including professional phone etiquette and the ability to explain technical steps clearly to nontechnical users.
• Strong customer-service judgment with the ability to remain accurate, calm, and responsive during high-volume or time-sensitive situations.
• Ability to manage multiple active cases, calls, messages, and follow-up commitments without losing ownership or documentation quality.
• Ability to work independently, exercise sound judgment and initiative, and remain accountable for assigned responsibilities with limited supervision.
• Demonstrated ability to retain and apply training, policies, procedures, coaching, and operational knowledge.
• Ability to read and interpret case details, screenshots, device identifiers, system status, product documentation, and troubleshooting instructions.
• Working knowledge of Microsoft 365 applications and common web-based business tools.
• Ability to work an assigned support schedule and maintain reliable attendance and availability during scheduled coverage hours.

Preferred Qualifications

• Experience supporting K-12 transportation, school districts, fleet operations, GPS or telematics platforms, parent-facing mobile applications, or student-transportation technology.
• Experience with Synovia, Here Comes the Bus, Jira Service Management, Salesforce, or comparable support and telematics platforms.
• Familiarity with vehicle electrical systems, GPS devices, cellular connectivity, firmware, scripts, SIMs, tablets, or mobile-device troubleshooting.
• Technical certification, relevant college coursework, or an associate or bachelor’s degree in a related field.
• Experience working in a tiered support model with documented escalation, SLA, case-quality, and customer-communication standards.

Success in This Role

• Customers receive timely, accurate, and professional assistance.
• Issues within the approved Tier 1 scope are resolved at Tier 1 whenever practical.
• Cases contain complete, usable documentation and accurate operational fields.
• Escalations include sufficient evidence and do not require the receiving team to repeat basic intake or troubleshooting.
• Customer communication continues until the issue is resolved, formally handed off, or closed under the approved process.
• Queues, calls, and follow-up commitments are managed consistently during normal and peak-volume periods.
• Training, feedback, and documented procedures are retained and applied consistently without repeated direction.