Technical Optics Support Specialist

Nightforce Optics; Orofino (ID); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Full benefits (medical, dental, vision

Paid Time Off 60 hours first year

401k matching after one year

4-day work week

Employee discount on scopes and Night/

Job summary

Nightforce Optics is seeking a Customer Experience Specialist to deliver exceptional support for Nightforce and Horus Vision products. You will be the primary contact for troubleshooting, documenting issues, and recommending solutions across our product lines at Meridian or Orofino, ID.

The role requires strong communication, problem solving, and the ability to work with internal teams, handle orders, and maintain accurate records in Oracle.

Qualifications

• Associate degree in communication, sales, or business (or equivalent experience).
• 2 years of fast-paced, professional customer support experience.
• Excellent interpersonal and phone skills with dealers, consumers, and internal teams.
• Willingness to work weekends, holidays or travel to Nightforce events.
• Clear communication over phone, live chat, email, and Zoom.
• Active listening with strong phone etiquette.
• Ability to prioritize workload and maintain attention to detail.
• Experience with Microsoft Office or Google Suite.
• Knowledge of ERP systems.
• Strong problem solving and troubleshooting capabilities.

Responsibilities

• Manage and document technical support issues via phone, email, and live chat.
• Answer product questions and collaborate with Sales on opportunities.
• Open customer accounts with accurate information.
• Troubleshoot complex issues with team collaboration across departments.
• Create repeatable processes and SOPs for customer support.
• Maintain accurate records of all customer interactions in Oracle.
• Provide excellent service to internal and external customers.
• Pursue ongoing product knowledge through training and self-study.
• Work independently while contributing to a team.
• Process retail orders and assist with returns (RMA tracking).
• Provide dealers with reports/backorder information when requested.
• Attend trade shows and company events as needed.
• Utilize AI-powered tools to enhance support and order processing.

Skills

Interpersonal skills

Phone skills

Active listening

Multichannel communication

Problem solving

Detail oriented

Office Suite

ERP systems

Communication with dealers and teams

Education

Associate degree in communication, sales, or business

Tools

Oracle

Apex

Job description

Nightforce Optics is seeking a Customer Experience Specialist to deliver exceptional support for Nightforce and Horus Vision products. You will be the primary contact for troubleshooting, documenting issues, and recommending solutions across our product lines at Meridian or Orofino, ID.

The role requires strong communication, problem solving, and the ability to work with internal teams, handle orders, and maintain accurate records in Oracle.