VIP Technical Support & Retention Specialist
Company: Good Sportsman Marketing
Location: Irving
Posted on: April 2, 2026
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Job 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
Keywords: Good Sportsman Marketing, Wylie , VIP Technical Support & Retention Specialist, IT / Software / Systems , Irving, Texas
