Technical Support Specialist

Technical Support Specialist

Are you a natural problem-solver who enjoys helping people, troubleshooting technical challenges, and turning complex information into clear solutions? We’re looking for a Technical Support Specialist to join a collaborative Service & Support team. In this role, you’ll be the first point of contact for customers and partners who need technical assistance, while also having the opportunity to contribute to training, documentation, and continuous improvement initiatives throughout the organization.

What’s in it for you

• A full-time opportunity where you can build valuable technical support and customer service experience.
• A role that offers variety, combining hands-on troubleshooting with documentation, training, and cross-functional projects.
• The opportunity to become a trusted technical resource for OEMs, dealers, and end users.
• Exposure to multiple areas of the organization, including service, engineering, marketing, production, and warranty.
• Opportunities to expand your technical knowledge and sharpen your troubleshooting, communication, and problem-solving skills.
• The chance to make a meaningful impact on the customer experience while helping improve internal processes and resources.

This role will be responsible for

• Serving as the first line of response for incoming technical support calls from OEMs, dealers, and end users.
• Gathering and documenting relevant information to quickly understand customer needs and technical issues.
• Triaging support requests based on caller type, issue severity, and required level of technical assistance.
• Troubleshooting and resolving Tier 1–2 technical support issues whenever possible during the initial interaction.
• Routing more complex Tier 3–4 issues to the appropriate field staff and identifying opportunities that may require paid support.
• Maintaining accurate service records, support logs, and performance metrics.
• Creating and maintaining technical resources such as installation guides, troubleshooting documents, FAQs, training tools, and job aids.
• Supporting technical videos, webinars, customer engagement materials, and other educational content.
• Helping identify recurring service issues and contributing ideas that can improve products, processes, and the overall customer experience.

Expectations will include

• Providing professional, patient, and clear communication with customers and internal team members.
• Managing multiple support requests and priorities effectively in a fast-paced environment.
• Taking ownership of customer issues and applying strong critical-thinking and problem-solving skills to reach effective solutions.
• Maintaining thorough and accurate documentation of customer interactions and technical issues.
• Collaborating effectively across service, engineering, marketing, production, and warranty teams.
• Staying organized and self-motivated while balancing day-to-day support responsibilities with longer-term projects.
• Continuously learning about products, technical issues, and support best practices.
• Being comfortable with extended periods of computer and telephone use.
• Providing occasional evening, weekend, or holiday coverage as business needs require.

A qualified candidate will possess the following

• A high school diploma or equivalent; an associate’s degree is preferred.
• 1–3 years of customer service, technical support, or related experience.
• Basic knowledge of Windows operating systems, Microsoft Office applications, and networking concepts.
• Strong verbal and written communication skills.
• Excellent troubleshooting, analytical, and critical-thinking abilities.
• The ability to multitask, prioritize, and remain effective in a fast-paced environment.
• A customer-focused mindset with a professional and patient approach to problem-solving.
• Strong organizational and time-management skills.
• The ability to work effectively both independently and as part of a cross-functional team.
• An interest in continuous learning and using technical knowledge, documentation, and communication to improve the customer experience.

*Candidates must be eligible to work in the US as well as meet the qualifications listed above in order to be considered for the Technical Support Specialist job.

Job Id: 18111