Technical Support Specialist
Job Summary
Working remotely on a second shift, the Technical Support Specialist will manage technical intake, triage, and recovery of customer production equipment to minimize downtime and unnecessary field service dispatches.
Key responsibilities
- Serve as the first technical point of contact for inbound customer support requests, performing structured intake and prioritizing tickets based on uptime risk
- Execute remote troubleshooting using telemetry and customer observations, guiding customers through corrective actions to restore operations
- Document all tickets accurately in Field Service Management systems, capturing failure modes and resolution outcomes to support SLA reporting and analytics
Required qualifications
- 3+ years of experience in technical support, field service support, or equipment troubleshooting
- Hands-on experience supporting electromechanical or automated equipment
- Ability to troubleshoot systems using logical, structured diagnostic approaches
- Proficiency with Field Service Management platforms and digital workflows
- Strong technical troubleshooting and customer communication skills
Complete Job Description
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