Technical Support Specialist
About The Position
The Support Specialist is the first point of contact for customers contacting the support team. This role provides Level 1 troubleshooting and technical assistance for barcode scanners, thermal printers, mobile computing solutions, and ID card printing technology. The specialist uses technical aptitude and a proactive, customer-focused approach to assist customers from initial contact through resolution or escalation. The role is suited to a dependable, adaptable, detail-oriented team member who can manage multiple cases professionally, take ownership of issues, and build technical skills.
Requirements
- At least 1 year of experience in a technical support or help desk role.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- High attention to detail and strong documentation habits.
- Proficiency in Microsoft Office Suite, including Outlook, Excel, and Word.
- Basic understanding of networking concepts such as Wi-Fi, IP settings, and device connectivity.
Responsibilities
- Serve as the primary contact for incoming support phone calls and email tickets.
- Troubleshoot and resolve basic technical issues related to supported hardware and software.
- Accurately document customer interactions in the case management system (NetSuite).
- Escalate more complex issues to Support Specialist II when appropriate.
- Communicate positively and professionally in all customer interactions.
- Maintain case compliance and schedule adherence based on assigned support hours.
- Participate in ongoing technical training and process improvements.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
