Technical Support Specialist

Catalyx•Newtown Township, PA

44d

About The Position

The Technical Support Specialist (Tier 1 Service Support) role serves as the first point of contact for customer service tickets. Qualifications should be balanced between technical aptitude, customer service skills, and troubleshooting methodology.

Requirements

Associate's degree in Engineering Technology, Industrial Technology, Information Technology, Electronics, or related field preferred.
2+ years of experience in technical support, customer service, field service coordination, help desk, or industrial equipment support.
Experience working with ticket management systems such as Zendesk, Salesforce Service Cloud, or similar CRM/service management platforms.
Experience supporting customers in manufacturing, industrial automation, machinery, or technical environment preferred.
Ability to diagnose and troubleshoot equipment issues using customer descriptions, logs, alarms, photos, and remote diagnostics.
Basic understanding of Industrial automation systems, PLC-controlled equipment, Electrical and mechanical systems, Sensors, motors, and pneumatic systems, Industrial networking fundamentals.
Ability to read and interpret Electrical schematics, Wiring diagrams, Mechanical drawings, Equipment manuals.
Proficiency with Microsoft Office applications and remote support tools.
Strong problem-solving and analytical skills.
Excellent verbal and written communication.
Ability to remain calm under pressure and manage multiple priorities.
Strong customer service orientation.
Detail-oriented with excellent documentation habits.
Team-oriented with the ability to collaborate across service, engineering, operations, and sales departments.

Nice To Haves

Experience supporting industrial equipment, automation systems, robotics, or manufacturing processes.
Familiarity with root cause analysis methodologies.
Knowledge of preventive maintenance practices.
Experience reviewing machine alarms and diagnostic data.
Understanding of customer service KPIs and ticket management metrics.

Responsibilities

Serve as the first point of contact for customer technical support requests.
Triage incoming service tickets and gather required information to identify issues.
Perform initial troubleshooting and resolve common equipment and software issues remotely.
Escalate complex issues to Field Service Engineers, Technical Support Engineers, or Engineering teams when necessary.
Document troubleshooting steps, findings, and resolutions within the service management system.
Prioritize service requests based on urgency, customer impact, and service level agreements (SLAs).
Coordinate service dispatches when on-site support is required.
Maintain accurate records of customer interactions and equipment history.