Technical Phone Support Specialist (In-Office, Mon-Fri)

Austco•Irving, TX

10d•Onsite

About The Position

As a Technical Phone Support Specialist, you are the first point of contact for customers experiencing issues with Austco's nurse call and clinical communication systems — including Tacera, Medicom, and the Tacera Pulse suite. Working by phone, email, and Zendesk, you diagnose faults, guide customers to resolution, and ensure every case is logged, tracked, and closed to a high standard. This is a full-time, in-office position based at our Irving, Texas office, working Monday to Friday, 8:30 a.m. to 5:00 p.m., with rotating on-call shifts.

Requirements

Strong customer-service mindset and a calm, professional phone manner under pressure
Clear verbal and written communication, with the ability to explain technical concepts to non-technical callers
Experience in technical support, help desk, or field service — healthcare, life sciences, or another regulated industry preferred
Solid troubleshooting across hardware, software, and basic networking
Experience with a ticketing or CRM system to log and manage cases
Strong documentation discipline and a track record of following defined processes and procedures
Strong team orientation and interpersonal skills

Nice To Haves

Familiarity with nurse call, clinical communication, or building management systems
Working knowledge of IP networking fundamentals (TCP/IP, VoIP, basic diagnostics)
Associate's or bachelor's degree in a technical discipline, or equivalent hands-on experience

Responsibilities

Handle inbound support cases by phone, email, and Zendesk, providing tier 1 and tier 2 troubleshooting across Austco nurse call systems
Diagnose faults across hardware, software, and network layers using remote diagnostic tools and System Health monitoring
Own the test bench environment — build, maintain, and use it to reproduce, validate, and troubleshoot customer-reported field issues before confirming a fix or escalating
Walk customers through resolution step by step, escalating to field service or engineering when onsite attendance is required
Manage multiple concurrent tickets, prioritizing by severity and impact on patient safety
Keep accurate, timely, and complete records for every interaction in line with defined processes and procedures, following up to confirm resolution before closing
Support the rollout of new applications, software updates, and system upgrades
Create and maintain reference material — operating instructions and knowledge base articles — for customers and internal teams
Handle escalated and priority calls as needed
Meet or exceed targets for response time, resolution time, and customer satisfaction
Stay current on product and technical developments through internal training and workshops
Follow all Austco policies and procedures, and take on additional duties as assigned