Technical Support Specialist - Equipment Systems (Hybrid)

Matthews International•Apopka, FL

9d•Hybrid

About The Position

Join Matthews International, the global leader in cremation technology, with over 5,000 systems installed worldwide. In this role, you’ll support our advanced M-Pyre system, a cutting-edge platform that enables remote access and monitoring of equipment across the globe. As a Technical Support Specialist, you will partner with customers and clients to deliver reliable, real-time support—helping ensure critical operations run smoothly. This is an excellent opportunity for individuals with technical aptitude, customer support experience, an electrical background, instrumentation experience, or a strong understanding of industrial control circuits, PLC systems, and electrical troubleshooting, combined with a passion for customer support. The role will be assisting in the troubleshooting of equipment issues via phone / chat / email with an emphasis on hardware problems - issues consist of controls, electrical, and hardware to name a few. This is not a networking or IT Desktop position.

Requirements

Associate’s degree or equivalent from two-year college or technical school in Information Technology or related field preferred.
2+ years of previous technical support experience; or equivalent combination of education and experience.
High degree of proficiency with Windows OS, Android, and Apple devices, Microsoft Office Suite (especially Outlook), Internet-based applications and tools.
Mechanical and electrical aptitude, including the ability to guide others in using tools for equipment setup, installation, or calibration.
Experience with CRM or remote support tools (e.g., Salesforce, TeamViewer).
Strong problem-solving and analytical skills.
Effective verbal and written communication skills.
Ability to prioritize, multitask, and work in a fast-paced environment.
Self-motivated with strong attention to detail, deadlines, reporting and follow-through.
Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as internal and external clients.
Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
Ability to work overtime as necessary

Nice To Haves

Experience in the cremation or deathcare industry is a plus.

Responsibilities

Offers technical support to customers, sales, distributors, field service and operations via telephone, internet and/or field environment.
Solves complex problems regarding technical support.
Sets up online customers using web interface.
Route incoming calls to appropriate department.
Documents all support provided in Team Viewer and Salesforce, and other websites.
Creates inventory lists for needed parts and/or equipment.
Estimates repair and/or product costs.
Participates in problem solving and root cause analysis with the customer.
Provides training for internal/external employees on technical support.
Additional duties as assigned.