Technical Support Specialist - Draper, UT

ProdataKey

7d•Onsite

About The Position

ProdataKey is a growing Utah technology company seeking a Technical Support Specialist for their support center. This role provides support to ProdataKey dealers. Ideal candidates possess a genuine passion for technology, exceptional troubleshooting skills with complex systems, strong communication skills, and the ability to think quickly. While direct experience in installing or troubleshooting access control, security, surveillance, automation, commercial door hardware, low voltage wiring, and networking is not required, it makes a candidate strong. The company offers a family-like atmosphere built on trust and candor, focusing on constant improvement, teamwork, and innovation, with elements like friendship, mentorship, snacks, and ping-pong.

Requirements

Proven technical skills
Computer proficiency
Proficient in basic office software such as Microsoft and Google Suite products
Ability to work full time in an office environment

Nice To Haves

Install or Troubleshooting of: Low voltage wiring, Networking, Access control, Commercial automation, Security, Commercial door hardware
Software experience in: Salesforce, Jira, Zendesk, PDK.io

Responsibilities

Answer incoming technical support calls, chat, and email inquiries with a goal of first contact resolution.
Diagnose hardware, networking, and software issues supporting PDK dealers and system users.
Document detailed case notes.
Report defects for product engineering.
Authorize and process Return Merchandise Authorizations (RMAs) following company guidelines.
Document clear and detailed notes in Salesforce.
Report found defects.
Update internal and dealer-facing knowledge articles.