Onsite Technical Support Specialist — Firearms Systems

VirTra, Inc.; Orlando (FL); On-site; USD 42,000 - 66,000; Full time

Job summary

VirTra, Inc. in Orlando, FL is seeking a Customer Support Specialist to ensure the ongoing operation of firearms training simulators after installation.

You will handle technical inquiries, diagnose hardware and software issues, and deliver high-level service as the first point of escalation. You will work with cross-functional teams to log incidents, manage RMAs, provide remote support, and contribute to knowledge base development while maintaining rigorous ISO 9001 processes.

Qualifications

• High school diploma or GED required; associate degree preferred.
• Excellent communication and customer service skills.
• Ability to troubleshoot computer, software, and hardware issues.
• Experience with firearms, training, or related fields preferred.
• Time in Service: 1 year.

Responsibilities

• Process inbound and outbound service and support calls through phone and email communication.
• Receive and diagnose escalated technical support issues relating to proprietary software and hardware on Windows OS.
• Develop and maintain understanding of proprietary hardware and software solutions to assist in reporting trends in customer issues.
• Perform advanced repair on hardware through RMA Process and identify trends in issues to report to sustainment engineers.
• Provide remote support to customers through developed remote access to further diagnose and resolve customer software issues.
• Develop and maintain proficiency in software solutions utilizing PC networking and system services.
• Develop and maintain proficiency with electrical and mechanical designs of proprietary hardware to guide advanced troubleshooting.
• Assist in development of customer training and support resources.
• Manage and log time worked daily by project code.

Skills

Customer service

Technical support

Time management

Problem solving

Strong communication

PC Networking

Troubleshooting hardware

Windows OS

Firearm safety knowledge

Teach others

Education

High school diploma/GED

Associate’s degree preferred

Tools

CRM software

Remote access tools

Network diagnostic tools

PC hardware testing tools

Job description

VirTra, Inc. in Orlando, FL is seeking a Customer Support Specialist to ensure the ongoing operation of firearms training simulators after installation.

You will handle technical inquiries, diagnose hardware and software issues, and deliver high-level service as the first point of escalation. You will work with cross-functional teams to log incidents, manage RMAs, provide remote support, and contribute to knowledge base development while maintaining rigorous ISO 9001 processes.