VIP Technical Support & Retention Specialist
Description
Position Overview
At GSM Outdoors, our Wireless customers with 5+ cameras represent some of our most valuable and brand-loyal users. The Wireless VIP Technical Support & Retention Specialist will be responsible for delivering elevated technical support while actively protecting subscription revenue and customer lifetime value.
This role blends advanced troubleshooting expertise with strategic retention skills. You will manage high-value accounts, resolve complex technical concerns, and lead save conversations when customers request cancellations, credits, or plan reductions.
This is not Tier 1 support — this is ownership-level service.
Key Responsibilities
VIP Account Management
- Serve as primary escalation contact for multi-device customers
- Provide white-glove service to high-value accounts
- Review account history and proactively identify friction points
- Monitor device performance trends and subscription utilization
- Troubleshoot cellular trail cameras, app functionality, firmware, and connectivity issues
- Diagnosing signal strength, data transmission, SD card performance, battery consumption, and firmware conflicts, Support customers managing 5+ active devices
- Guide customers through advanced app navigation and subscription management
- Document cases thoroughly for trend tracking and product feedback
Retention & Revenue Protection
- Lead save conversations when customers request cancellation or plan downgrades
- Identify root causes (technical issues, billing concerns, hardware frustrations)
- Apply structured retention strategies and objection-handling techniques
- Offer appropriate solutions (troubleshooting, replacements, plan adjustments, education)
- Protect recurring subscription revenue and reduce churn
Escalation & Cross-Functional Collaboration
- Partner with App Development, warehouse, and sales
- Escalate firmware bugs or app defects with detailed documentation
- Identify recurring issues impacting churn and communicate findings to leadership
- Support Customer Service and Tier 1 agents with complex case resolution
Performance Metrics
- Retention Save Rate
- Multi-Device Account Satisfaction (CSAT)
- First Call Resolution
- Escalation Reduction Rate
- Documentation Accuracy
Requirements
Required Experience
- 3+ years in Wireless Technical Support, Tier 2, or VIP Retention Escalation Support
- Experience supporting cellular devices, connected products
- Proven success in retention or cancellation save environments
- Strong technical troubleshooting skills
- Ability to confidently navigate multiple systems simultaneously
Preferred Experience
- Experience with cellular trail cameras or outdoor technology
- Background in subscription-based platforms
- Experience supporting app-based ecosystems
- KPI-driven call center experience