Technical Support Specialist - Hybrid
About The Position
The Technical Support Specialist plays a key role in supporting TAPCO's product and software management systems by troubleshooting, servicing, and maintaining solar-powered and AC-powered equipment. This position involves regular interaction with a wide range of stakeholders, including established customer accounts, vendors, and internal teams requiring clear communication and professionalism. This role demands strong diagnostic capabilities across electrical, mechanical, wireless, and computer systems, as well as the ability to remotely assist both customers and the IWS Field Service team with system setups and technical issues. The Specialist is expected to uphold TAPCO’s standards of technical excellence and customer service while contributing to effective cross-functional collaboration. This position reports to the Technical Support Manager.
Requirements
- Deliver exceptional customer service in fast-paced, high-volume environments while managing tasks independently and urgently
- Demonstrate strong interpersonal and communication skills across diverse teams and customer interactions
- Support flexible scheduling by working outside regular hours and responding to emergency service calls
- Operate and troubleshoot TAPCO hardware/software systems, and maintain proficiency in Microsoft Windows and Office Suite
- Apply technical knowledge in PC systems, networking components, and software tools for system support
- Understand and test electronic, electromechanical, and electrical systems using DC and AC principles
- Interpret technical materials including schematics, manuals, and instructions in varied formats
- Safely handle vehicles, tools, bucket trucks, and ladders, maintaining a valid driver’s license and clean driving record
Responsibilities
- Deliver exceptional customer support, resolving diverse service requests to boost satisfaction and loyalty
- Respond promptly to technical support calls, service inquiries, and post-order concerns
- Independently troubleshoot customer issues via phone, remote tools, and escalation channels
- Diagnose and repair technical equipment, including electronic failures
- 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
- Participate in 24/7 on-call rotation and support occasional after-hours operational needs
- Remotely support field service teams with calibrations and IWS system configurations
- Collaborate across departments including Sales and Field Service groups to resolve issues
- Foster strong working relationships with coworkers, contractors, vendors, and clients
- Operate service-related tools and equipment safely and efficiently
- Contribute actively to company-wide continuous improvement initiatives
- Author ERP knowledge articles for operations, troubleshooting, and system updates
- Work effectively within office environments and field settings
- Travels overnight for both in-state and out-of-state field work and training up to 15% of the time.
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
