Technical Client Support Specialist

Batbox•Dallas, TX

8d•Onsite

About The Position

Batbox is seeking a Technical Client Support Specialist to join their team in Dallas, Texas. This role serves as the primary point of contact for licensed partners and venue operators experiencing technical difficulties with Batbox simulators. The specialist will be responsible for troubleshooting and resolving hardware and software issues related to simulators, computers, connected devices, system access, and the software powering the Batbox experience. Support will be provided via phone, email, and chat to partners across North America. The role also involves administering Google Workspace, managing user accounts, permissions, and security for internal Batbox technology. The ideal candidate will be comfortable troubleshooting both hardware and software, remain calm under pressure, and communicate technical solutions clearly to non-technical individuals, as simulator issues can directly impact gameplay and venue operations. This is an onsite, non-exempt hourly position requiring participation in a rotating on-call schedule for urgent evening and weekend support, with occasional domestic travel for onsite assistance.

Requirements

3-5 years of experience in technical client support, help desk, IT support, or a related hands-on technical role
Demonstrated ability to troubleshoot hardware and software issues independently and systematically, including diagnosing whether unexpected behavior originates at the hardware or software level
Genuine technical depth, approach problems systematically, think on your feet, and communicate solutions clearly and patiently to clients who may not have a technical background.
Basic networking knowledge (Wi-Fi, routers, Ethernet) and general familiarity with displays, sensors, cameras, and projectors
Strong written and verbal communication skills, with the ability to explain technical problems clearly to non-technical clients and colleagues
Experience managing customer escalations and resolving issues end-to-end
Resourceful and calm under pressure, and comfortable operating in a fast-moving environment where processes are still being built
Take ownership of issues end-to-end and don’t consider a ticket closed until the issue is resolved
Passionate about documenting problems, root causes, troubleshooting steps, and resolutions with clarity and detail, creating a knowledge base that helps the entire team diagnose recurring issues faster, reduce downtime, and deliver a better client experience over time
Valid driver’s license required

Nice To Haves

Experience with a helpdesk/ticketing platform
Prior AV or experiential-entertainment technical support
Familiarity with additional SaaS admin consoles
Hands-on Google Workspace administration experience, including the user lifecycle (adding, suspending, and removing users), groups and organizational units, license management, shared drive and permission management, and security settings such as 2-Step Verification

Responsibilities

Own technical support issues from start to finish for Batbox simulators across our network of licensed partners and venue operators.
Troubleshoot hardware, software, connectivity, system access, and other issues by phone, email, and chat, and work closely with the Client Support team to prioritize and resolve problems quickly.
Be a go-to resource for Batbox team members when they need help with account access, email, permissions, devices, or everyday technology tools.
Solve issues directly when you can and connect the right internal team when deeper support is needed.
Help train partners and venue teams on how to operate, maintain, and troubleshoot Batbox simulators so they feel confident running the experience day to day.
Support both new partner and venue launches and existing locations that need additional training.
Turn what you learn from solving real technical issues into useful support resources.
Document common problems, root causes, troubleshooting steps, and solutions so both clients and internal teams can resolve issues faster in the future.
Keep Batbox’s internal systems organized and secure by managing user accounts, permissions, licenses, access, security settings, and shared resources across our technology platforms.