Technical Support Specialist - Hybrid

Technical Support SpecialistIf you are looking to be part of a company focused on making our roads and communities safer, apply to join our team of talented individuals today!What TAPCO has to offer you10 Paid HolidaysPaid Vacation and Personal Time (starting day one)Four Weeks of Paid Parental Leave with no waiting period401K Plan with Employer Match (fully vested on day one)Company-Funded Short-Term DisabilityPet, Health, Vision, and Dental insuranceQuarterly Company Events and LunchesHave a say in TAPCO Happenings by joining the Fun or Safety CommitteeWhat you will accomplish as a Technical Support Specialist at TAPCO:The Technical Support Specialist is responsible for providing frontline assistance for TAPCO's product and software management systems. This role involves frequent interaction with a wide range of established customer accounts, vendors, and internal departments, requiring a professional and solution-oriented approach. Key responsibilities include providing tier 1 phone-based and remote support technical support, streamlining internal processes, managing customer inquiries, and resolving post-order issues efficiently.As a visible representative of TAPCO, the Specialist is expected to maintain a high level of customer satisfaction by promoting positive and professional experiences. This position reports to the Technical Support Manager.The duties listed may vary in terms of importance and other duties may be added or eliminated as this position develops.Provide exceptional customer support, resolving a wide range of inquiries and issues quickly and professionallyRespond promptly to technical support calls, service inquiries, and post-order concernsProvide tier 1 phone-based assistance and remote support using technical tools, escalating more complex issues when needed.Log cases, track progress, and follow up through resolution utilizing ERP and CSM software tools.Process sales and RMA orders accurately and efficiently while ensuring timely resolution of issuesSupport both internal and external customers while meeting SLA targetsContribute to team goals by achieving individual sales and call handling quotasIdentify opportunities to streamline processes and enhance the customer experienceOccasionally travel in-state and out-of-state for field work and training (up to 10%)Perform additional duties as assigned by managerRequired QualificationsKnowledge/Skill/AbilityProficient in PC operations, including Windows OS, Microsoft Office Suite, file management, software installation, and remote support toolsStrong attention to detail with disciplined adherence to processesSkilled in multitasking, prioritization, and time managementThrive in fast-paced, customer-focused, results-driven environmentsClear and effective communicator with excellent verbal and written English skillsDemonstrates positive and respectful interpersonal qualities with strong customer focusTechnically capable with basic IP network understanding and related hardware/software knowledgeSafely operates tools and equipment while communicating effectively across departmentsHigh School diploma, Associates degree in electronics, or consummate on-the-job experience in a technical support/service-related field.At TAPCO, we aim to enhance transportation and personal safety in our communities through innovative solutions and products. We are driven to save lives! Are you looking for a career where you can earn a great wage based on experience and performance, your contributions are recognized, and you will have growth potential? Then choose TAPCO! As an EEO Employer, including Veterans and Individuals with Disabilities, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran or disability status or other acceptable taglines in all printed employment advertisements. If any assistance is needed with the application process, please contact TAPCO HR at 800-236-4462