Associate Support Specialist

Electronic Theatre Controls • Middleton, WI

77d

About The Position

ETC is looking for our next Associate Support Specialist to join the team at our global headquarters in Middleton, WI! As a leader in visual entertainment technologies, ETC supports customers all over the world and our Technical Support team is at the heart of that mission. In this role, you'll assist customers by identifying issues, connecting them with the right specialists, and supporting technicians, designers, and end users to get their systems back up and running. It's a great opportunity for someone who enjoys both technical problem-solving and building strong customer relationships. Our ideal candidate is curious, resourceful, and eager to learn. A background in technical theatre, lighting, or architectural control systems is helpful. An Associate's degree or equivalent experience, plus at least three years of customer service or technical work, will help you shine. ETC offers an excellent benefit package including a generous paid time off policy, quarterly bonuses, company ownership, an on-site fitness center, an at-cost deli, and most importantly, some of the best coworkers you could ask for! If you're excited to grow your skills, provide excellent customer support, and work with cutting-edge technology in a creative industry we'd love to meet you!

Requirements

• Associates degree or equivalent level of education
• 3-5 years of job-related experience
• Some prior experience in customer service, help desk, theatre, or related fields is helpful but not required.
• Demonstrated interest in technology, electronics, or live entertainment systems a plus.
• Basic familiarity with technical theatre, electronics, or related fields preferred.
• Strong interest in developing problem-solving and customer service skills.
• Comfortable with Windows computers and Office 365.
• Willingness to learn the use of hand tools, power tools, and electronic measuring devices.
• Ability to work professionally with customers and teammates.
• Availability to work occasional evenings and weekends as needed.

Nice To Haves

• Background in technical theatre, lighting, or architectural control systems is helpful.

Responsibilities

• Responds to basic technical inquiries via phone, email, and chat with supervision and guidance.
• Helps track ongoing cases, follows up with customers on status updates, and ensures communication is timely and professional.
• Escalates technical issues beyond basic troubleshooting to experienced specialists.
• Ensures interactions are courteous and professional, aiming for customer satisfaction.
• Accurately logs customer interactions and updates service records.
• Assists with processing part replacements and order requests.
• Helps maintain the accuracy of knowledge management systems (KMS).
• Supports the coordination of customer repair activities under supervision.
• Prepares RMA paperwork and tracks basic repair or loaner requests.
• Works with repair technicians by relaying customer details and issue descriptions.
• Observes and assists in product testing activities.
• Provides basic feedback to senior staff from a service and usability perspective.
• Participates in internal training to gain product knowledge and support skills.
• Assists with preparing training materials and logistics.
• Special projects and requests are requested in a timely and positive fashion.

Benefits

• Generous paid time off policy
• Quarterly bonuses
• Company ownership
• On-site fitness center
• At-cost deli
• Supportive coworkers

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Electrical Equipment, Appliance, and Component Manufacturing
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees