Technical Support Specialist

Position Summary

Technical Support Specialist (Tier 1 Service Support) role
that serves as the first point of contact for customer service tickets,
qualifications should be balanced between technical aptitude, customer service
skills, and troubleshooting methodology.

Key Responsibilities

• Serve
  as the first point of contact for customer technical support requests.
  
• Triage
  incoming service tickets and gather required information to identify
  issues.
  
• Perform
  initial troubleshooting and resolve common equipment and software issues
  remotely.
  
• Escalate
  complex issues to Field Service Engineers, Technical Support Engineers, or
  Engineering teams when necessary.
  
• Document
  troubleshooting steps, findings, and resolutions within the service
  management system.
  
• Prioritize
  service requests based on urgency, customer impact, and service level
  agreements (SLAs).
  
• Coordinate
  service dispatches when on-site support is required.
  
• Maintain accurate records of customer
  interactions and equipment history.
  

• Associate's
  degree in Engineering Technology, Industrial Technology, Information
  Technology, Electronics, or related field preferred.
  
• 2+
  years of experience in technical support, customer service, field service
  coordination, help desk, or industrial equipment support.
  
• Experience
  working with ticket management systems such as Zendesk, Salesforce Service
  Cloud, or similar CRM/service management platforms.
  
• Experience
  supporting customers in manufacturing, industrial automation, machinery,
  or technical environment preferred.
  

Technical Skills

• Ability
  to diagnose and troubleshoot equipment issues using customer descriptions,
  logs, alarms, photos, and remote diagnostics.
  
• Basic
  understanding of:
  
• Industrial
  automation systems
  
• PLC-controlled
  equipment
  
• Electrical
  and mechanical systems
  
• Sensors,
  motors, and pneumatic systems
  
• Industrial
  networking fundamentals
  
• Ability
  to read and interpret:
  
• Electrical
  schematics
  
• Wiring
  diagrams
  
• Mechanical
  drawings
  
• Equipment
  manuals
  
• Proficiency
  with Microsoft Office applications and remote support tools.
  

Preferred Skills

• Experience
  supporting industrial equipment, automation systems, robotics, or
  manufacturing processes.
  
• Familiarity
  with root cause analysis methodologies.
  
• Knowledge
  of preventive maintenance practices.
  
• Experience
  reviewing machine alarms and diagnostic data.
  
• Understanding
  of customer service KPIs and ticket management metrics.
  

Desired Competencies

• Strong
  problem-solving and analytical skills.
  
• Excellent
  verbal and written communication.
  
• Ability
  to remain calm under pressure and manage multiple priorities.
  
• Strong
  customer service orientation.
  
• Detail-oriented
  with excellent documentation habits.
  
• Team-oriented with the ability to collaborate
  across service, engineering, operations, and sales departments.