Technical Support & Service Operations Specialist

VIRA; Eagan (MN); On-site; USD 40,000 - 65,000; Full time

Job summary

VIRA in Minnesota is seeking a Technical Support Specialist to respond to requests, manage service tickets, coordinate parts orders, and track issues through resolution.

You will monitor CMS systems, track fleet uptime, maintain service-part inventories, and keep clear records to support fast, reliable customer and field service responses. The role emphasizes proactive follow-up, coordination across teams, and professional communication.

Qualifications

• High school diploma or equivalent required; associate degree or technical education preferred.
• Experience in technical support, customer support, service operations, or related environment preferred.
• Experience with technical support tickets, work orders, or service-management systems preferred.

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.
• Escalate technical issues that cannot be resolved through established troubleshooting procedures.
• Provide professional and responsive support to internal and external customers.

Skills

Customer service

Communication

Ticketing systems

Inventory management

Wiring diagrams

MS Office

Education

High school diploma

Associate degree or technical education

Tools

CMS software

Job description

VIRA in Minnesota is seeking a Technical Support Specialist to respond to requests, manage service tickets, coordinate parts orders, and track issues through resolution.

You will monitor CMS systems, track fleet uptime, maintain service-part inventories, and keep clear records to support fast, reliable customer and field service responses. The role emphasizes proactive follow-up, coordination across teams, and professional communication.