Technical Customer Support Specialist (Hardware & Software)

VirTra, Inc.; Orlando (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

VirTra, Inc. seeks a Customer Support Specialist to ensure operation of firearm training simulators after installation. You will diagnose and resolve hardware and software issues, provide remote and on-site support, and act as the first escalation point for customers.

You will log issues in CRM, guide customers through troubleshooting steps, assist in creating training resources, and collaborate with sustainment engineers to deliver timely resolutions while maintaining high service standards.

Qualifications

• High school diploma or GED; an associate degree preferred.
• Strong communication and customer service skills required.
• Ability to troubleshoot computer, software, and hardware issues.
• Experience with firearms, firearm safety, and related equipment.
• Time in Service: 1 year; Time in Grade: 1 year.

Responsibilities

• Respond to customer service issues via phone and email.
• Diagnose escalated technical issues for proprietary hardware and software.
• Perform advanced hardware repair through RMAs.
• Provide remote support and diagnose software issues.
• Maintain detailed CRM records and log time by project code.
• Educate customers and contribute to knowledge base.

Skills

Customer service

Technical support

CRM software

PC networking

Windows OS

Hardware troubleshooting

Firearm safety

Education

High school diploma / GED

Associate degree preferred

Tools

CRM/Service Management Software

Job description

VirTra, Inc. seeks a Customer Support Specialist to ensure operation of firearm training simulators after installation. You will diagnose and resolve hardware and software issues, provide remote and on-site support, and act as the first escalation point for customers.

You will log issues in CRM, guide customers through troubleshooting steps, assist in creating training resources, and collaborate with sustainment engineers to deliver timely resolutions while maintaining high service standards.