Onsite Firearms Tech Support Pro

Staccato 2011, LLC; Texas; On-site; USD 42,000 - 64,000; Full time

Job summary

Staccato 2011, LLC in Florence, TX is seeking an experienced Technical Support Representative dedicated to assisting law enforcement, military, federal agencies, and competitive shooters with pistol questions and performance guidance.

You will handle inbound inquiries, diagnose issues remotely, and escalate when needed, while ensuring quality interactions. This onsite role emphasizes customer obsession, accountability, and continuous product knowledge improvement.

Qualifications

• 2+ years of experience in a technical support role working directly with end users of the product.
• Hands-on experience with Staccato firearms, including function, maintenance, and manual of arms.
• Ability 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.
• Thrive in a customer-first, metrics-driven, fast-growing environment with a proven record of meeting or exceeding performance goals.
• Excellent verbal and written communicator who can explain technical concepts clearly to customers of every experience level.

Responsibilities

• Answer inbound calls, emails, live chats, and video calls about pistol function, maintenance, 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.
• Support live chat by triaging technical questions, resolving common issues using FAQs and knowledge resources, and escalating complex cases.
• Communicate confidently with law enforcement, military, federal agency, and competitive shooting customers, tailoring guidance to each customer’s application.
• Meet or exceed individual and team performance targets including response time, handle time, first-contact resolution, quality scores, and CSAT/NPS.
• Document every interaction accurately in Salesforce per company guidelines.
• Partner with Service, Product, Quality, and Sales teams to resolve issues, share recurring trends, and recommend product/FAQ/content improvements.
• Stay current on Staccato’s product line and new releases, maintain professionalism, and participate in training and quality reviews.

Skills

Customer obsessed

Excellent communication

Accountability

Empathy

Education

High school diploma or equivalent

Tools

Salesforce

CRM systems

Microsoft Office

Job description

Staccato 2011, LLC in Florence, TX is seeking an experienced Technical Support Representative dedicated to assisting law enforcement, military, federal agencies, and competitive shooters with pistol questions and performance guidance.

You will handle inbound inquiries, diagnose issues remotely, and escalate when needed, while ensuring quality interactions. This onsite role emphasizes customer obsession, accountability, and continuous product knowledge improvement.