Customer Support Specialist

3Si Security Systems•Malvern, PA

7d•Hybrid

About The Position

As a Customer Support Specialist, you will serve as a technically skilled resource for our diverse global customer base, sales team, and internal partners—resolving product, application, and connectivity issues that go beyond routine inquiries. This role bridges front-line customer support and light technical support: you will own more complex, hands-on troubleshooting than a Customer Support Representative, while escalating issues to Tier II Technical Support or Tier III Engineering. In this role, you will need to work well under pressure and manage multiple requests and projects without losing focus. The ideal candidate combines a customer-first mindset with strong technical aptitude, excellent communication skills, and the ability to work independently. This is a customer-facing role supporting hardware, software, mobile applications, web-based platforms, and cloud/SaaS solutions, with ownership of customer concerns through successful resolution.

Requirements

Excellent written and verbal communication with strong active listening skills.
Strong troubleshooting, analytical, and diagnostic skills; experience diagnosing hardware, software, user-access, connectivity, and configuration issues; understanding of cloud-based applications and SaaS solutions; and familiarity with wired/wireless communication and networking fundamentals.
Ability to support large, high-value customers, manage expectations, and build trust while driving issues toward resolution.
Ability to independently investigate and resolve technical issues with strong attention to detail and sound judgment.
Ability to maintain composure and prioritize work in a fast-paced, deadline-oriented environment with changing priorities.
Familiarity with AI-powered tools used to improve productivity, knowledge management, and troubleshooting efficiency.
Proficient in Microsoft Office (Outlook, Teams, Word, Excel) and experienced with ticket management, and knowledge base tools.
Bachelor's degree preferred in Information Technology, Computer Science, Business, Communications, or a related field; relevant work experience may be considered in lieu of a degree.
Minimum of 2 years in technical support, customer support, help desk, or SaaS support, with experience of troubleshooting software applications, hardware devices, and customer-facing technologies preferred.
Familiarity with software troubleshooting, account management, cloud-based applications, networking fundamentals, browser troubleshooting, and connectivity-related technologies.
Experience in a fast-paced, high-growth environment.

Nice To Haves

Familiarity with Zendesk, Jira, NetSuite, and SharePoint preferred.
Security-industry experience preferred.

Responsibilities

Provide Tier I and light Tier II support for hardware, software, mobile applications, web-based platforms, and cloud/SaaS solutions, serving as a point of contact for high-value customers and their loss-prevention and security teams.
Assist customers with device installation, activation, setup, configuration, and upgrades; diagnose connectivity issues involving cellular, satellite, Bluetooth, Wi-Fi, and networking; and analyze technical logs and diagnostics to identify root causes.
Assess customer needs and resolve issues promptly and accurately, maintaining ownership of assigned cases from initial contact through closure.
Provide customer and sales support via phone, email, and/or chat, communicating technical information clearly to both technical and non-technical audiences.
Follow established troubleshooting methodologies and escalation processes; identify, document, and escalate product defects and complex technical issues to Tier II Technical Support while ensuring continuity of communication.
Enter service orders and tickets based on customer requests, and accurately document all interactions, incidents, troubleshooting activities, and resolutions in CRM and ticket management systems.
Participate in a rotating After-Hours (AH) on-call program, responding to critical customer incidents outside standard business hours.
Assist customers with onboarding and product adoption; conduct training sessions and webinars to help customers make the most of product functionality.
Create and maintain customer-facing support materials, knowledge base articles, FAQs, user guides, and troubleshooting documentation.
Work closely with Sales, Product, Field Service, Billing, and Security Center Operations to resolve issues, meet SLA requirements, and identify upsell/cross-sell opportunities.
Ensure compliance with company policies, privacy/security protocols, and industry regulations, maintaining confidentiality of customer information.
Provide backup assistance to other team members and perform other duties and projects as assigned.