Frontline Tech Support Specialist

Janus International; Atlanta (GA); On-site; USD 25,000 - 39,000; Full time

Job summary

Janus International is seeking a Technical Support Agent to deliver timely, accurate, and customer-focused assistance across phone, email, and chat. You will diagnose issues, guide users through solutions, and document steps in our ticketing system to ensure clear follow-up.

The role emphasizes strong troubleshooting, clear communication, and professionalism, with opportunities to grow in a fast-paced tech environment and contribute to reducing repeat contacts.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s preferred in CS/IT.
• 1–3 years of experience in a technical support, help desk, or customer-facing technical role is preferred.
• Ability to troubleshoot in a structured environment and explain steps clearly to customers.

Responsibilities

• Diagnose, troubleshoot, and resolve technical issues involving hardware, software, or system functionality using established support processes and tools.
• Accurately document customer issues, troubleshooting steps, and resolutions in the ticketing system for proper tracking and follow up.
• Escalate complex or unresolved issues to higher level support or engineering teams with clear case details.
• Guide customers through setup, configuration, or corrective steps with clarity and accuracy.
• Provide clear customer education on product use and best practices to reduce repeat issues and future contacts.
• Stay current on product updates, known issues, and support procedures to maintain resolution quality.
• Other duties as assigned.

Skills

Troubleshooting

Communication

Ticketing systems

Bilingual English/Spanish (plus)

Education

High school diploma or equivalent; associate or bachelor’s preferred in CS/IT

CompTIA A+ certification (preferred)

Tools

Ticketing systems

Job description

Janus International is seeking a Technical Support Agent to deliver timely, accurate, and customer-focused assistance across phone, email, and chat. You will diagnose issues, guide users through solutions, and document steps in our ticketing system to ensure clear follow-up.

The role emphasizes strong troubleshooting, clear communication, and professionalism, with opportunities to grow in a fast-paced tech environment and contribute to reducing repeat contacts.