Technical Support & Parts Coordinator

VIRA Insight, LLC; Minnesota; On-site; USD 60,000 - 78,000; Full time

Job summary

VIRA Insight seeks a Technical Support Specialist to handle day-to-day service operations, respond to support requests, manage tickets, coordinate parts orders, and ensure issues are tracked to closure.

The role emphasizes accurate documentation, timely follow-through, and clear communication across open issues, while monitoring CMS systems and fleet uptime. A customer-focused, organized candidate will excel in this fast-paced environment.

Qualifications

• Strong customer service and communication skills with the ability to provide professional technical support by phone and other communication channels.
• Strong organizational skills with the ability to manage multiple support tickets, parts requests, priorities, and follow-up items simultaneously.
• Technical aptitude and ability to learn connected products, systems, equipment, and troubleshooting procedures.
• Strong problem-solving and analytical skills with the ability to investigate issues and determine appropriate next steps.
• Ability to accurately document technical issues, troubleshooting activities, parts requirements, and resolutions.
• Proactive and persistent approach to following up on open tickets and unresolved issues.
• Strong attention to detail and commitment to accurate recordkeeping.
• Ability to recognize recurring technical issues and communicate trends or potential problems.
• Comfortable working with ticketing, CMS, inventory, order-management, and other business systems.
• Proficiency with Microsoft Office applications.
• Ability to work effectively across departments and coordinate with technical, service, operations, and other internal teams.

Responsibilities

• Answer incoming technical support calls and provide initial troubleshooting and support.
• Create, document, update, and maintain technical support tickets in the appropriate system.
• Coordinate and process key parts orders associated with technical support tickets and service needs.
• Track open tickets, parts activity, service progress, and job closure to ensure issues are completed in a timely manner.
• Monitor the connected-fixture CMS daily and identify issues requiring investigation, follow-up, or escalation.
• Monitor and identify recurring technical or service-related issues.
• Receive and process parts orders for service related requests.
• Maintain appropriate minimum and maximum inventory levels for service parts.
• Coordinate with internal teams and appropriate partners regarding technical issues, parts requirements, and service status.
• Maintain accurate and up-to-date records of support activity, ticket status, parts orders, and completed service work.
• Proactively follow up on open issues and outstanding information to keep service requests moving toward resolution.
• Communicate trends or concerns to the appropriate team members.
• Escalate technical issues that cannot be resolved through established troubleshooting procedures.
• Provide professional and responsive support to internal and external customers.
• Perform other related duties as assigned.

Skills

Customer service

Communication

Organizational skills

Troubleshooting

Documentation

Follow-up

Ownership

Wiring diagrams

Education

High school diploma or equivalent

Associate degree or technical education preferred

Tools

Ticketing systems

CMS

Inventory management

Order management

MS Office

Job description

VIRA Insight seeks a Technical Support Specialist to handle day-to-day service operations, respond to support requests, manage tickets, coordinate parts orders, and ensure issues are tracked to closure.

The role emphasizes accurate documentation, timely follow-through, and clear communication across open issues, while monitoring CMS systems and fleet uptime. A customer-focused, organized candidate will excel in this fast-paced environment.