Associate Technical Support Specialist

Schedule:

• 1st Shift: Mon – Fri, 11am – 7pm
• Hybrid: In office 3x/week, Mon - Weds
• Overtime based on business needs

What you will do

• Provide timely, professional support to customers via phone and voicemail, addressing service and technical inquiries.
• Investigate and troubleshoot product issues, partnering with field service representatives to support effective resolution.
• Initiate, track, and maintain service documentation in accordance with customer contracts, company standards, and regulatory requirements.
• Accurately log all service calls, customer interactions, and equipment details using standardized data entry processes and approved systems.
• Utilize internal software and technical tools to access product information, maintain records, and support service coordination.
• Support technical support call loops and email inquiries, including part number lookups and service-related requests.
• Complete required training and achieve certification across assigned product lines within the first 12 months.
• Monitor, document, and report service activity and productivity metrics; identify issues and support root cause analysis and corrective actions.
• Contribute to a collaborative, quality-driven team environment by participating in standardized work development, continuous improvement initiatives, and cross-functional teamwork.

What you need

Required

• High School Diploma or GED
• Two (2)+ years relevant work experience

Preferred

• Technical, maintenance, mechanical experience
• Customer service experience with technical aspects