Electrical Technical Support Specialist

Matthews International; Town of Florida (NY); Hybrid; USD 24,796 - 34,440; Full time

Benefits offered by this job

Medical, Dental & Vision benefits

Earned Time Off

Paid Holidays

401(k) with company match

Educational assistance

Dependent Scholarship Opportunities

Job summary

Matthews International is seeking a Technical Support Specialist to assist customers with the advanced M-Pyre system, ensuring critical operations run smoothly. In this role, you will support hardware issues through phone, chat, and email.

We're looking for individuals with a technical background and customer service experience. Responsibilities include documenting support in Salesforce and providing training. Enjoy a dynamic work environment with opportunities for career advancement and a comprehensive benefits package.

Qualifications

• High degree of proficiency with Windows OS, Android, and Apple devices.
• Mechanical and electrical aptitude with the ability to guide others.
• Experience with CRM or remote support tools.

Responsibilities

• Offer technical support to customers and clients via various communication methods.
• Solve complex problems regarding technical support of equipment.
• Document all support provided in TeamViewer and Salesforce.

Skills

Technical aptitude

Customer support experience

Electrical background

Instrumentation experience

Analytical skills

Communication skills

Education

Associate's degree in Information Technology or related field

4+ years technical service technician experience

Tools

Salesforce

TeamViewer

Microsoft Office Suite

Job description

In this role, you’ll support our advanced M-Pyre system, a cutting-edge platform that enables remote access and monitoring of equipment across the globe. As a Technical Support Specialist, you will partner with customers and clients to deliver reliable, real-time support—helping ensure critical operations run smoothly.

This is an excellent opportunity for individuals with technical aptitude, customer support experience, an electrical background, instrumentation experience, or a strong understanding of industrial control circuits, PLC systems, and electrical troubleshooting, combined with a passion for customer support.

The role will be assisting in the troubleshooting of equipment issues via phone / chat / email with an emphasis on hardware problems - issues consist of controls, electrical, and hardware to name a few. This is not a networking or IT Desktop position.

The position will work 3 days in office, 1 day from home (4/10's). Overtime is also available.

The anticipated hourly rate for this role, depending on experience, is $18-$25/hr.

JOB RESPONSIBILITIES

• Offers technical support to customers, sales, distributors, field service and operations via telephone, internet and/or field environment.
• Solves complex problems regarding technical support of electrical and mechanical equipment
• Sets up online customers using web interface.
• Route incoming calls to appropriate department.
• Documents all support provided in Team Viewer and Salesforce, and other websites.
• Creates inventory lists for needed parts and/or equipment.
• Estimates repair and/or product costs.
• Participates in problem solving and root cause analysis with the customer.
• Provides training for internal/external employees on technical support.
• Additional duties as assigned.

QUALIFICATIONS / REQUIREMENTS

• Associate’s degree or equivalent from two-year college or technical school in Information Technology or related field preferred.
• In Lieu of a degree, 4+ years of experience in a technical service technician type role with strong customer service
• 2+ years of previous technical support experience; or equivalent combination of education and experience.
• High degree of proficiency with Windows OS, Android, and Apple devices, Microsoft Office Suite (especially Outlook), Internet-based applications and tools.
• Experience in the cremation or deathcare industry is a plus.
• Mechanical and electrical aptitude, including the ability to guide others in using tools for equipment setup, installation, or calibration.
• Experience with CRM or remote support tools (e.g., Salesforce, TeamViewer).
• Strong problem-solving and analytical skills.
• Effective verbal and written communication skills.
• Ability to prioritize, multitask, and work in a fast-paced environment.
• Self-motivated with strong attention to detail, deadlines, reporting and follow-through.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work overtime as necessary
• Occasional travel either locally, nationally, and/or internationally may be required

WHY JOIN MATTHEWS

• Clear career advancement for continued growth and development!
• Medical, Dental & Vision: Enjoy peace of mind with our comprehensive benefits package effective day 1, including an employer HSA (Health Savings Account) contribution.
• Earned Time Off: Recharge and rejuvenate with earned time off to spend on your terms.
• Paid Holidays: Celebrate special moments and create lasting memories with paid holidays.
• Financial Perks: 401(k) program with company match as well as an Employee Stock Purchase Program.
• Education Perks: We believe in your continued growth and offer educational assistance to support your professional development.
• Dependent Scholarship Opportunities: We care about your family's future, which is why we provide opportunities for your dependents to pursue their educational dreams.
• Work with industry-leading, innovative technology
• Be part of a global organization with a meaningful mission
• Gain specialized experience in a unique and growing field
• Opportunity to develop technical and customer-facing skills

PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; and talk, hear and see.
• Occasionally lift and/or move up to 10 pounds.

Reasonable accommodation may be made to enable individuals to perform the essential functions.

At Matthews International, what makes us different is what makes us great. We are proud to be an equal opportunity workplace. All employment is decided on the basis of qualifications, merit, and business need.

Matthews International affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law. Equal Opportunity Employer Minorities/Women/Veterans/Disabled.

Matthews International endeavors to make our employment website and application process accessible to all users and applicants. In doing so, Matthews International provides reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our Human Resource Team.