Madison Smart Locker Support Specialist (On-site)

Lock N Charge Technologies LLC; Madison (WI); On-site; USD 43,000 - 65,000; Full time

Job summary

LocknCharge in Madison, WI is hiring a full-time Support Specialist to be the primary contact for Americas customers and support our global teams. The role involves front-line customer support, hardware preparation for shipping, and maintaining accurate documentation.

You should have at least two years in technical support or IT administration, experience with Zendesk and Teams, and a solid grasp of networking basics. Occasional travel to trade shows may be required.

Qualifications

• Two or more years in a technical support, helpdesk or IT administration role.
• Experience working in a help desk ticketing system and comfort handling phone/Teams support.
• Working knowledge of networking fundamentals: DNS, DHCP, ports, Wi-Fi and how traffic moves through a network.
• A methodical approach to troubleshooting.
• Clear written and spoken communication with both technical and non-technical customers.
• Comfort with hands-on hardware work, including occasional lifting and moving equipment.

Responsibilities

• Respond to and resolve Smart Locker support requests through Zendesk, phone and email within agreed service levels.
• Troubleshoot FUYL Lockers and FUYL cloud platform including hardware, firmware, and network connectivity.
• Guide customers through configuration and fixes over email, remote sessions, or phone.
• Escalate issues to higher support, engineering and product teams with clear steps and logs.
• Prepare smart lockers and other equipment for shipments and trade shows.
• Record accurate ticket data for trend analysis and R&D.

Skills

Technical support experience

Helpdesk/ticketing

Networking fundamentals

Clear communication

On-site willingness

Tools

Zendesk

Microsoft Teams

Job description

LocknCharge in Madison, WI is hiring a full-time Support Specialist to be the primary contact for Americas customers and support our global teams. The role involves front-line customer support, hardware preparation for shipping, and maintaining accurate documentation.

You should have at least two years in technical support or IT administration, experience with Zendesk and Teams, and a solid grasp of networking basics. Occasional travel to trade shows may be required.