Technical Support Specialist I

Federal Signal Openings•University Park, IL

15h•$49,070 - $70,100

About The Position

Using established practices and procedures, the Technical Support Specialist provides initial technical support for basic to moderately complex customer issues relating to the assigned business unit’s products. Support will be provided through various contact methods to both internal and external customers in a support center environment. The role supports electronic and electro-mechanical signaling devices (including strobe lights, LED visual indicators, and audible signaling devices such as speakers) as well as basic system-level equipment and configurations

Requirements

Associate degree in engineering, electronics, information technology, or related technical discipline or equivalent work history in a technical support role.
Minimum of one (1) years’ experience in a customer-facing support role, preferably in a technical, business-to-business (B2B) environment
Ability to learn technical products, systems, and associated technologies, including their practical field applications.
Working knowledge of basic electrical and electronic concepts.
Foundational understanding of IP networking concepts (e.g., IP addressing, basic network troubleshooting).
Proficiency with Microsoft Office products.
Solid interpersonal skills, business sense, and professionalism to communicate with customers and internal stakeholders.
Customer-service oriented with strong written and verbal communication skills across multiple support channels.
Strong collaboration and teamwork skills.
Willingness and ability to take direction from multiple sources.
Ability to multi-task while maintaining adherence to established policies, procedures and deadlines.
Resourceful, confident, and capable of solving problems independently within Tier i scope
Strong organizational skills with the ability to prioritize and adapt to changing workloads.
Solid team orientation, possessing integrity and strong work ethic.

Responsibilities

Provides first-line of post-sales technical support of assigned products via telephone, email, chat, and remote control/ assist software.
Answers basic questions about installation, operation, configuration, customization and usage of assigned products.
Performs basic diagnostics including: Power and voltage verification (AC/DC) Wiring and connection checks Configuration and settings review Firmware/version identification
Supports basic system configurations involving multiple devices and components.
Applies foundational IP networking knowledge to assist with: Device IP addressing Network connectivity and discovery Basic communication and configuration issues
Uses Microsoft Office applications (Outlook, Word, Excel) for case documentation, reporting, and customer communication.
Creates case logs, records troubleshooting details, establishes resolution time, follows up on issues, and escalates complex or out-of-scope issues according to defined procedures.
Provides other ad hoc support and duties as assigned.
Acquires Federal Signal and relevant industry knowledge through continuous training.
Periodically participates in customer site visits and industry trade shows or events.