Remote Tier 1 Technical Support Specialist

Xyntek Inc; Newtown (PA); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Total Rewards package

Job summary

Catalyx is seeking a Technical Support Specialist (Tier 1) in Newtown, PA to be the first point of contact for customer tickets and to perform initial troubleshooting remotely.

You will triage issues, gather information, document steps, and escalate where needed while maintaining accurate records and meeting SLAs. A strong blend of technical aptitude and customer service skills is required.

Qualifications

• Associate's degree in Engineering Technology, Industrial Technology, Information Technology, Electronics, or related field preferred.
• 2+ years of experience in technical support, customer service, field service coordination, help desk, or industrial equipment support.
• Experience with ticket management systems such as Zendesk, Salesforce Service Cloud, or similar CRM/service management platforms.
• Experience supporting customers in manufacturing, industrial automation, machinery, or technical environment preferred.

Responsibilities

• Serve as the first point of contact for customer technical support requests.
• Triage incoming service tickets and gather required information to identify issues.
• Perform initial troubleshooting and resolve common equipment and software issues remotely.
• Escalate complex issues to Field Service Engineers, Technical Support Engineers, or Engineering teams when necessary.
• Document troubleshooting steps, findings, and resolutions within the service management system.
• Prioritize service requests based on urgency, customer impact, and SLAs.
• Coordinate service dispatches when on-site support is required.
• Maintain accurate records of customer interactions and equipment history.

Skills

Technical support

Customer service

Troubleshooting

Remote diagnostics

Industrial automation

Electrical schematics

Documentation

Analytical skills

Team collaboration

Education

Associate's degree in Engineering Technology

Tools

Zendesk

Salesforce Service Cloud

CRM software

Job description

Catalyx is seeking a Technical Support Specialist (Tier 1) in Newtown, PA to be the first point of contact for customer tickets and to perform initial troubleshooting remotely.

You will triage issues, gather information, document steps, and escalate where needed while maintaining accurate records and meeting SLAs. A strong blend of technical aptitude and customer service skills is required.