Technical Support Specialist

Action Target Inc•Provo, UT

2d•Onsite

About The Position

Action Target builds firearms training facilities for law enforcement, military, and commercial range customers around the world. Our relationship with our customers does not end when a range is installed. We are committed to keeping their facilities operating at peak performance and providing an exceptional customer experience whenever they need our help. This role involves diagnosing and resolving customer issues while managing the communication, documentation, coordination, and follow-through required to get the job done. Success in this role requires strong technical ability, organization, attention to detail, and personal accountability. The position is full-time, long-term, and requires the ability to become highly knowledgeable about Action Target's products and customers.

Requirements

Technically capable, highly organized, detail-oriented, and genuinely motivated to help customers.
Comfortable troubleshooting complex problems while managing multiple responsibilities and maintaining clear communication from start to finish.
Strong technical, mechanical, and electro-mechanical experience.
Broad electronics knowledge including computers, PLCs, PCBs, and other electronic components.
Solid experience with networking hardware, software, protocols, and troubleshooting.
Strong computer skills and the ability to efficiently use systems for customer information, service tickets, orders, documentation, and communication.
A methodical approach to troubleshooting: gather accurate information, evaluate possible causes, document findings, and work systematically toward resolution.
A genuine desire to help customers and a friendly, professional approach to customer interactions.
Exceptional written and verbal communication skills, including excellent telephone skills and the ability to explain technical information clearly.
Outstanding organization, attention to detail, and time management, with the ability to keep multiple customers, tasks, and priorities moving without losing track of commitments.
Strong judgment and the ability to prioritize competing demands, adapt to changing needs, and anticipate next steps.
Personal accountability and the discipline to take ownership of problems and follow them through to completion.
At least one year of relevant experience in a technical support/customer service position.
Availability Monday through Friday, 8:00 a.m. to 5:00 p.m., with rotating weekend and evening on-call hours via telephone.
The ability to sit for extended periods in an office setting.
The ability to occasionally travel to customer ranges as required.

Responsibilities

Answer inbound customer service and technical support calls and provide a professional, helpful customer experience.
Listen carefully, ask effective questions, and accurately identify customer needs and underlying technical problems.
Troubleshoot technical, mechanical, electro-mechanical, electronics, and networking issues and work toward complete solutions.
Take ownership of customer issues from initial contact through resolution, involving other resources when needed without losing responsibility for follow-through.
Manage service tickets, including accurate documentation of customer conversations, troubleshooting, actions taken, status, next steps, and resolution.
Keep customers informed through timely, proactive communication and follow-up.
Collaborate with Field Service Technicians and other internal teams when additional expertise, coordination, or on-site repairs are required.
Manage customer service-related order processing and fulfillment activities.
Prioritize and manage multiple open issues, orders, commitments, and follow-up activities while responding effectively to changing priorities.
Build strong customer relationships and create raving fans through dependable service, communication, and follow-through.