Technical Support Analyst

TEKsystems•Peoria, IL

1d•$19 - $24•Onsite

About The Position

The Technology Support Specialist provides frontline technical support for the digital solutions and machine systems. This role supports customers directly via phone and chat, troubleshooting issues related to both advanced digital technologies and machine performance.

Requirements

Hands-on experience with heavy equipment or machinery (e.g., dealer technician or similar)
Strong troubleshooting and diagnostic skills
Ability to read and interpret wiring schematics and technical documentation
Excellent communication skills with the ability to support customers verbally and in writing
Experience handling customer inquiries in a fast-paced environment

Nice To Haves

Experience in a contact center or BPO environment
Familiarity with parts and service workflows
Exposure to digital/telematics-based equipment systems
Experience supporting customers remotely (call/chat-based support)

Responsibilities

Provide direct support to customers across multiple channels (phone, chat, etc.)
Troubleshoot issues related to digital solutions, including: Grade Control, Payload, Detect, Safety Systems, Command
Support machine-related inquiries such as: Fault codes and diagnostics, Machine startup issues, Electrical and wiring concerns
Interpret and troubleshoot using wiring schematics and technical documentation
Diagnose root causes and guide customers through resolution steps
Escalate complex issues appropriately while maintaining customer ownership
Apply critical thinking to both digital and mechanical problem-solving scenarios
Accurately document customer interactions and resolutions
Contribute to knowledge base development and continuous learning
Stay updated on new digital technologies and machine systems