Customer Support Specialist

POSITION SUMMARY:

The Technical Support Specialist is responsible for supporting day-to-day technical service operations by responding to technical support requests, managing service tickets, coordinating parts orders, and ensuring issues are tracked through resolution and job closure. This role supports customer and field service responsiveness while maintaining accurate documentation, timely follow-through, and clear communication across open technical issues.

The role also monitors connected-fixture CMS systems, tracks fleet uptime and recurring technical issues, coordinates service-parts activity, and maintains appropriate service-parts inventory levels. The ideal candidate is organized, technically capable, customer-focused, and comfortable managing multiple open issues while proactively following through to resolution.

KEY RESPONSIBILITIES:

• Answer incoming technical support calls and provide initial troubleshooting and support.
• Create, document, update, and maintain technical support tickets in the appropriate system.
• Coordinate and process key parts orders associated with technical support tickets and service needs.
• Track open tickets, parts activity, service progress, and job closure to ensure issues are completed in a timely manner.
• Monitor the connected-fixture CMS daily and identify issues requiring investigation, follow-up, or escalation.
• Monitor and identify recurring technical or service-related issues.
• Receive and process parts orders for service related requests.
• Maintain appropriate minimum and maximum inventory levels for service parts.
• Coordinate with internal teams and appropriate partners regarding technical issues, parts requirements, and service status.
• Maintain accurate and up-to-date records of support activity, ticket status, parts orders, and completed service work.
• Proactively follow up on open issues and outstanding information to keep service requests moving toward resolution.
• recurring issues and communicate trends or concerns to the appropriate team members.
• Escalate technical issues that cannot be resolved through established troubleshooting procedures.
• Provide professional and responsive support to internal and external customers.
• Perform other related duties as assigned.

SUPERVISORY RESPONSIBILITY:

This position has no direct reports.

POSITION REQUIREMENTS:

• Strong customer service and communication skills with the ability to provide professional technical support by phone and other communication channels.
• Strong organizational skills with the ability to manage multiple support tickets, parts requests, priorities, and follow-up items simultaneously.
• Technical aptitude and ability to learn connected products, systems, equipment, and troubleshooting procedures.
• Strong problem-solving and analytical skills with the ability to investigate issues and determine appropriate next steps.
• Ability to accurately document technical issues, troubleshooting activities, parts requirements, and resolutions.
• Proactive and persistent approach to following up on open tickets and unresolved issues.
• Strong attention to detail and commitment to accurate recordkeeping.
• Ability to recognize recurring technical issues and communicate trends or potential problems.
• Comfortable working with ticketing, CMS, inventory, order-management, and other business systems.
• Proficiency with Microsoft Office applications.
• Ability to work effectively across departments and coordinate with technical, service, operations, and other internal teams.
• Ability to work in a fast-paced environment where responsiveness and timely follow-through are critical.
• Strong sense of ownership and accountability for assigned support issues from initial request through closure.
• Ability to read and understand wiring diagrams.

REQUIRED EDUCATION AND EXPERIENCE:

• High school diploma or equivalent required; associate degree or technical education preferred.
• Previous experience in technical support, customer support, service operations, field service coordination, or a related environment preferred.
• Experience working with technical support tickets, work orders, or service-management systems preferred.
• Experience coordinating parts, inventory, or service-related orders preferred.
• Experience troubleshooting technical products, equipment, connected devices, or similar systems preferred.
• Experience in a manufacturing, technology, retail fixture, field service, or related technical environment is a plus.