Technical Support Specialist - Hybrid
About The Position
The Technical Support Specialist is responsible for providing frontline assistance for TAPCO’s product and software management systems. This role involves frequent interaction with a wide range of established customer accounts, vendors, and internal departments, requiring a professional and solution-oriented approach. Key responsibilities include providing tier 1 phone-based and remote support technical support, streamlining internal processes, managing customer inquiries, and resolving post-order issues efficiently. As a visible representative of TAPCO, the Specialist is expected to maintain a high level of customer satisfaction by promoting positive and professional experiences. This position reports to the Technical Support Manager. The duties listed may vary in terms of importance and other duties may be added or eliminated as this position develops.
Requirements
- Proficient in PC operations, including Windows OS, Microsoft Office Suite, file management, software installation, and remote support tools
- Strong attention to detail with disciplined adherence to processes
- Skilled in multitasking, prioritization, and time management
- Thrive in fast-paced, customer-focused, results-driven environments
- Clear and effective communicator with excellent verbal and written English skills
- Demonstrates positive and respectful interpersonal qualities with strong customer focus
- Technically capable with basic IP network understanding and related hardware/software knowledge
- Safely operates tools and equipment while communicating effectively across departments
- High School diploma, Associates degree in electronics, or consummate on-the-job experience in a technical support/service-related field.
Responsibilities
- Provide exceptional customer support, resolving a wide range of inquiries and issues quickly and professionally
- Respond promptly to technical support calls, service inquiries, and post-order concerns
- Provide tier 1 phone-based assistance and remote support using technical tools, escalating more complex issues when needed.
- Log cases, track progress, and follow up through resolution utilizing ERP and CSM software tools.
- Process sales and RMA orders accurately and efficiently while ensuring timely resolution of issues
- Support both internal and external customers while meeting SLA targets
- Contribute to team goals by achieving individual sales and call handling quotas
- Identify opportunities to streamline processes and enhance the customer experience
- Occasionally travel in-state and out-of-state for field work and training (up to 10%)
- Perform additional duties as assigned by manager
Benefits
- 10 Paid Holidays
- Paid Vacation and Personal Time (starting day one)
- Four Weeks of Paid Parental Leave with no waiting period
- 401K Plan with Employer Match (fully vested on day one)
- Company-Funded Short-Term Disability
- Pet, Health, Vision, and Dental insurance
- Quarterly Company Events and Lunches
- Have a say in TAPCO Happenings by joining the Fun or Safety Committee
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
