Technical Product Support Specialist

AquaPhoenix Scientific LLC•Hanover, PA

4h•Hybrid

About The Position

AquaPhoenix Scientific, located in Hanover, PA is seeking a Technical Product Support Specialist to join our SaaS team to provide technical customer support. This role is crucial in maintaining the integrity and efficiency of our industrial technology services. We are looking for a Technical Product Support Specialist with a strong technical background and customer service skills to learn our specialized hardware, software and cellular connectivity. This is a full-time opportunity, preferably on-site; however, remote work may be considered based on the candidate’s qualifications, location and experience. Any remote arrangement will be subject to customary travel as reasonably required by the Company to fulfill the responsibilities of the position, including travel to the Company’s corporate offices located in Hanover, PA.

Requirements

Experience in Tier 1-2 technical support
High school diploma or equivalent
Four-year degree in Engineering, Information Technology or a related field
Experience in modem hardware management and cellular connectivity, with a focus on telecommunications, networking or modem technologies.
Knowledge of modem technologies, cellular communication standards (e.g., LTE, 5G), network protocols, and system architecture.
Familiarity with industrial controllers, including their functions and applications.
Demonstrated ability to analyze and interpret data to support business decisions and improve operational performance.
Strong verbal and written communication skills, with the ability to explain complex technical issues clearly to both technical and non-technical audiences.
Previous experience in customer service and using ticketing systems to track, manage, and resolve customer issues.
Demonstrated ability to proactively engage with customers, build strong relationships, and maintain customer satisfaction.
Strong technical aptitude, with the ability to understand complex technical concepts and communicate effectively with engineering teams to troubleshoot and resolve issues.
Excellent leadership, communication, and interpersonal skills with the ability to collaborate effectively across cross-functional teams.
Detail oriented with strong time management and organizational skills with the ability to multi-task and prioritize tasks in a fast-paced business environment.
Capacity to complete assigned tasks successfully, on time, and accurately.
Ability to travel infrequently via vehicle, air, and/or other modes of transportation.
Valid US driver’s license.

Responsibilities

Offer technical support and “one-call” solutions via phone, e-mail, and chat services
Guide customers through complex troubleshooting processes in a timely manner
Diagnose connectivity, device, or platform problems; perform remote diagnostics, and escalate complex cases to engineering
Provide modem management services and integration support.
Maintain in-depth knowledge of products and services and how they can be tailored to the customer to meet their business needs.
Collaborate across multifunctional teams to support business objectives and achieve departmental goals.
Escalate confirmed bugs to the engineering team, providing detailed documentation of the issues and any customer-reported defects.
Exhibit proficiency in understanding modem hardware and cellular network technologies.
Set up, operate, and troubleshoot modems and controller connectivity issues.
Analyze data to ensure program deliverables are met and identify opportunities to improve customer satisfaction.
Develop and deliver reports while proactively engaging with customers to address needs, provide updates, and support customer satisfaction.