Onsite Firearm Tech Support Specialist

Infinite Dream Technology; Texas; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Paid holidays

Discounts on Staccato products

Job summary

Staccato in Florence, TX seeks a Technical Support Representative to be the technical expert for law enforcement, military, and shooting customers, answering questions on pistol function and maintenance. This 100% onsite role measures performance, resolve issues on first contact when possible, and requires clear communication and escalation as needed.

You'll work with Service, Product, and Sales teams, stay current on product lines, and participate in training and quality reviews to uphold our

Qualifications

• 2+ years of experience in a technical support role working directly with end users of the product.
• Working knowledge of and hands-on experience with Staccato firearms, including function, maintenance, and manual of arms.
• Able to relate to and earn the trust of law enforcement, military, federal agency, and competitive shooting customers. Armorer certification, LE/military background, or competitive shooting experience preferred.
• Excellent verbal and written communicator who can explain technical concepts clearly to customers of every experience level.
• Proficient in Microsoft Office and Salesforce or other CRM systems; contact center experience is a plus.

Responsibilities

• Answer inbound calls, emails, live chats, and video calls about pistol function, maintenance, manual of arms, and performance.
• Troubleshoot and diagnose firearm issues remotely, resolving them on first contact whenever possible and identifying when a pistol needs to be returned for service.
• Document every interaction accurately in Salesforce in accordance with Company guidelines.
• Partner with Service, Product, Quality, and Sales teams to resolve issues, share recurring technical trends, and recommend improvements to products, FAQ content, and documentation.
• Stay current on Staccato’s product line and new releases, maintain a professional demeanor, and actively participate in technical training, coaching, and quality reviews.

Skills

Technical support

Customer communication

CRM systems

MS Office

Education

High school diploma or equivalent

Tools

Salesforce

Job description

Staccato in Florence, TX seeks a Technical Support Representative to be the technical expert for law enforcement, military, and shooting customers, answering questions on pistol function and maintenance. This 100% onsite role measures performance, resolve issues on first contact when possible, and requires clear communication and escalation as needed.

You'll work with Service, Product, and Sales teams, stay current on product lines, and participate in training and quality reviews to uphold our