Technical Support Specialist

Summary:

We are looking for a detail-oriented and results-driven Tier 1 Customer Support Specialist to join our in-office team. In this customer-facing role, you will serve as the first point of contact for customers experiencing technical issues with our products. Your primary responsibilities will include diagnosing and troubleshooting hardware and software issues, resolving customer inquiries, and efficiently managing tickets. You will collaborate with other team members to ensure that more complex problems are escalated and addressed in a timely manner.

This role requires a problem-solver with strong technical troubleshooting skills and a focus on providing excellent customer support. While you will receive training on our specific products, we expect candidates to come with a solid foundation in general hardware, software, and B2B customer support experience.

Responsibilities:

· Provide timely, professional, and efficient assistance to customers through our ticketing system (Salesforce), phone, and remote troubleshooting tools (TeamViewer).

· Troubleshoot hardware issues, guide customers through troubleshooting steps, and resolve basic software problems using product knowledge and documentation.

· Accurately categorize, prioritize, and manage customer support tickets to ensure timely resolution and minimal backlog.

· Effectively escalate unresolved or complex issues to appropriate internal teams based on issue categorization.

· Maintain clear and courteous communication with customers, keeping them informed of ticket status and resolution timelines.

· Work closely with team members across departments, including engineering, sales, and Tier 2/3 support, to ensure the best customer outcomes.

· Leverage internal knowledge base and resources to provide accurate troubleshooting steps and solutions to customers.

Experience:

· At least 2 years of experience in B2B customer support, preferably in a technical or IT support environment.

· Experience troubleshooting general hardware and software issues, with a strong aptitude for problem-solving.

· Familiarity with troubleshooting networking and hardware configurations, such as server racks and networking equipment.

· General technical knowledge of computer hardware, software, and networking.

· Strong problem-solving abilities and a solutions-oriented mindset.

· Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts in an accessible way.

· Ability to work independently and as part of a team in a fast-paced environment.

· A customer-first attitude, with the ability to remain calm and professional in challenging situations.

Preferred Experience:

· Familiarity with specific hardware such as laser projectors, networking equipment, and server racks.

· Previous experience with on-site troubleshooting or providing remote support via tools like TeamViewer.

· Previous experience with Digistar or projection systems.

· Experience with Salesforce or similar ticketing/CRM platforms is a plus, but we will train on the specific tools.