Technical Support Specialist

Coreforcetech; Atlanta (GA); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Flexible hybrid schedule

Free chef-inspired lunch Monday–ThuRsd

15 PTO days + floating holiday

Medical, dental, vision, 401(k) with 1

Annual bonus

Tuition reimbursement

Career growth

Collaborative culture

Job summary

Coreforce is seeking a Technical Support Specialist to join our onsite team in Atlanta. You will be the first point of contact for clients, delivering professional, empathetic support and resolving Tier 1 issues via phone, chat, email, and remote desktop tools.

Responsibilities include troubleshooting Coreforce apps and hardware, documenting interactions in Zendesk, and escalating complex cases to Tier 2/3. The role requires strong communication and teamwork in a fast-paced, on-site environment.

Qualifications

• High school diploma or GED required.
• 1+ years of experience in technical support, help desk, or IT service environment.
• Prior customer service or contact center experience.
• Strong verbal and written communication skills with the ability to explain technical issues in plain language.
• Familiarity with Windows OS, basic PC hardware, and general troubleshooting methods.
• Willingness and availability to work evenings, weekends, and participate in the on-call rotation as needed.

Responsibilities

• Serve as the first point of contact for clients seeking technical support, delivering excellent customer service through professional, clear, and empathetic communication.
• Resolve Tier 1 support issues via phone, chat, email, and remote desktop tools, using internal knowledge bases and standard operating procedures.
• Troubleshoot and resolve issues related to Coreforce applications and hardware, including Polaris, Rocket, EOS devices and accessories.
• Perform basic network and connectivity troubleshooting (LAN/WAN/Wi-Fi) and assist with simple configurations when needed.
• Accurately document all customer interactions, issue details, troubleshooting steps, and resolutions in the Zendesk ticketing system.
• Escalate complex or unresolved issues to Tier 2/3 support, providing detailed case notes and full context for efficient handoff.
• Educate users on system functionality, product usage, and best practices to reduce repeat incidents and improve user experience.
• Proactively identify patterns in support requests and contribute feedback to improve internal documentation and processes.
• Participate in scheduled on-call rotation to support after-hours client needs.
• Arrive on time for scheduled shifts, remain fully engaged during working hours, and maintain reliable attendance.

Education

High school diploma or GED

Tools

Zendesk

Windows OS

Networking basics

Job description

Company

Coreforce

Location

Atlanta, GA (Onsite)

Job Type

Full-time

Salary

Based on Experience

Company Overview

Coreforce is an innovative technology company providing public safety organizations a comprehensive technology suite from dispatch to the courtroom. Coreforce delivers integrated technology designed to support public safety entities, regardless of organizational size. Our products - body cameras, in-car videos, mobile routers, and digital evidence systems- help public safety officers and first responders save lives, strengthen community trust, and enhance accountability.

Technical Support Specialist - Build Your Career with Purpose

Join Coreforce and use your technical skills to support innovative technology that strengthens communities.

Why You’ll Love Working Here

• Flexible hybrid schedule.
• Free chef-inspired lunch Monday–Thursday.
• 15 PTO days + floating holiday.
• Competitive benefits: medical, dental, vision, 401(k). We provide 401(k) matching per the terms of the 401(k) plan.
• Annual bonus.
• Tuition reimbursement.
• Career growth in a fast-growing, mission-driven company.
• Collaborative, purpose-driven culture.

Responsibilities

• Serve as the first point of contact for clients seeking technical support, delivering excellent customer service through professional, clear, and empathetic communication.
• Resolve Tier 1 support issues via phone, chat, email, and remote desktop tools, using internal knowledge bases and standard operating procedures.
• Troubleshoot and resolve issues related to Coreforce applications and hardware, including Polaris, Rocket, EOS devices and accessories.
• Perform basic network and connectivity troubleshooting (LAN/WAN/Wi-Fi) and assist with simple configurations when needed.
• Accurately document all customer interactions, issue details, troubleshooting steps, and resolutions in the Zendesk ticketing system.
• Perform other related duties by management.
• Escalate complex or unresolved issues to Tier 2/3 support, providing detailed case notes and full context for efficient handoff.
• Educate users on system functionality, product usage, and best practices to reduce repeat incidents and improve user experience.
• Proactively identify patterns in support requests and contribute feedback to improve internal documentation and processes.
• Participate in scheduled on-call rotation to support after-hours client needs.
• Arrive on time for scheduled shifts, remain fully engaged during working hours, and maintain reliable attendance.
• Perform additional support tasks and responsibilities as assigned by the Call Center Manager, Management, or Tier 2/3 support team.

Qualifications

• High school diploma or GED required.
• 1+ years of experience in technical support, help desk, or IT service environment.
• Prior customer service or contact center experience.
• Strong verbal and written communication skills with the ability to explain technical issues in plain language.
• Familiarity with Windows OS, basic PC hardware, and general troubleshooting methods.
• Strong organizational skills, attention to detail, and ability to multitask in a fast-paced environment.
• Willingness and availability to work evenings, weekends, and participate in the on-call rotation as needed.

Bonus/Preferred Skills

• Working knowledge of LAN, WAN, and Wi-Fi networking concepts.
• Basic understanding of Linux-based systems and command-line navigation is beneficial.
• Experience with Zendesk or other ticketing systems preferred.
• CompTIA Network+ or equivalent certification is a plus.

Coreforce is an equal opportunity employer committed to diversity and inclusion.