Entry-Level Technical Support Specialist

Hillman; Tempe (AZ); On-site; USD 40,000 - 50,000; Full time

Job summary

Hillman Group is seeking a Technical Support I to ensure customer value is maintained to company standards. You will be the front line with customers and support Hillman’s Field Service Team, handling first-level issues and guiding customers toward resolutions.

Responsibilities include documenting issues in E1/K2, coordinating with parts orders, and maintaining up-to-date product knowledge. Ability to work weekends/holidays as needed is expected in this role.

Qualifications

• High School Diploma required; 0-2 years experience preferred. An associate degree in IT or technical field is a plus.
• Demonstrated customer service experience and problem-solving abilities.

Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Track, route, and redirect problems to the next level of support.
• Read and interpret a variety of technical manuals and diagrams.
• Ensure detailed documentation of issues in E1 / K2.
• Order replacement parts and systems as needed.
• Maintain and grow knowledge of procedures and product information.
• Participate in departmental teams and provide feedback for improvement.
• Exhibit excellent interpersonal, verbal communication and active listening skills.
• Mechanical/technical aptitude with working knowledge of software databases and remote control.
• Available to work weekends, holidays and overtime if needed.

Skills

Communication skills

Teamwork

Customer service

Problem solving

Active listening

Education

High School Diploma

Associate in IT or Technical related field

Tools

MS Office

Call management software (Oracle / E1 / K2 / LogMeIn)

Job description

Hillman Group is seeking a Technical Support I to ensure customer value is maintained to company standards. You will be the front line with customers and support Hillman’s Field Service Team, handling first-level issues and guiding customers toward resolutions.

Responsibilities include documenting issues in E1/K2, coordinating with parts orders, and maintaining up-to-date product knowledge. Ability to work weekends/holidays as needed is expected in this role.