VIP Technical Support & Retention Specialist

Description Position OverviewAt 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 ManagementServe as primary escalation contact for multi-device customersProvide white-glove service to high-value accountsReview account history and proactively identify friction pointsMonitor device performance trends and subscription utilizationTroubleshoot cellular trail cameras, app functionality, firmware, and connectivity issuesDiagnosing signal strength, data transmission, SD card performance, battery consumption, and firmware conflicts, Support customers managing 5+ active devicesGuide customers through advanced app navigation and subscription managementDocument cases thoroughly for trend tracking and product feedbackRetention & Revenue ProtectionLead save conversations when customers request cancellation or plan downgradesIdentify root causes (technical issues, billing concerns, hardware frustrations)Apply structured retention strategies and objection-handling techniquesOffer appropriate solutions (troubleshooting, replacements, plan adjustments, education)Protect recurring subscription revenue and reduce churnEscalation & Cross-Functional CollaborationPartner with App Development, warehouse, and salesEscalate firmware bugs or app defects with detailed documentationIdentify recurring issues impacting churn and communicate findings to leadershipSupport Customer Service and Tier 1 agents with complex case resolutionPerformance MetricsRetention Save RateMulti-Device Account Satisfaction (CSAT)First Call ResolutionEscalation Reduction RateDocumentation AccuracyRequirements Required Experience3+ years in Wireless Technical Support, Tier 2, or VIP Retention Escalation SupportExperience supporting cellular devices, connected productsProven success in retention or cancellation save environmentsStrong technical troubleshooting skillsAbility to confidently navigate multiple systems simultaneously Preferred ExperienceExperience with cellular trail cameras or outdoor technologyBackground in subscription-based platformsExperience supporting app-based ecosystemsKPI-driven call center experience

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