Technical Support Specialist

Jobtailor; New Haven (CT); On-site; USD 60,000 - 80,000; Full time

Job summary

Jobtailor in New Haven, CT is seeking an experienced hardware support specialist to troubleshoot site issues and deliver high-quality customer service. You will handle end-user requests, perform site visits, and collaborate with engineering and quality teams to resolve problems.

The role requires a Bachelor's in Mechanical/Manufacturing Engineering, 3-5 years of experience, and strong communication and multitasking abilities.

Qualifications

• Bachelor's Degree in Mechanical Engineering, Manufacturing Engineering or related field.
• 3-5 years of applicable work experience.
• Excellent customer service skills.
• Ability to interact in a courteous, helpful, and professional manner.
• Unquestionable ethics and ability to handle highly confidential information.
• Ability to act independently, take initiative, multitask, and drive tasks and issues to resolution.
• Strong verbal and written communication skills.
• Strong organizational and multitasking skills.
• Demonstrated problem-solving and analytical skills.
• Familiarity with mechanical or physical security products preferred.

Responsibilities

• Troubleshoot hardware and identify site-specific issues.
• Deliver service and support to end-users using automated call distribution phone software.
• Interact with customers regarding product and service inquiries, concerns, and requests.
• Gather customer information and evaluate symptoms to determine issues.
• Diagnose and resolve technical hardware issues.
• Create Customer Care Forms to initiate product replacement.
• Conduct customer site visits to troubleshoot or replace hardware.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalation priority issues per client specifications.
• Redirect problems to appropriate resources.
• Beta test and report on new products.
• Use a trouble-ticket system to track issues and resolutions.
• Liaise between customers, quality, engineering, and manufacturing personnel.
• Maintain prompt and effective inter- and intra-team communication.
• Work with laboratory equipment to determine root causes of issues.

Skills

Troubleshooting

Customer service

Communication

Multitasking

Initiative

Education

Bachelor's in Mechanical/Manufacturing Engineering

Tools

Trouble-ticket system

Automated Call Distribution Software

Job description

• Troubleshoot hardware and identify site-specific issues
• Deliver service and support to end-users using automated call distribution phone software
• Interact with customers regarding product and service inquiries, concerns, and requests
• Gather customer information and evaluate symptoms to determine issues
• Diagnose and resolve technical hardware issues
• Create Customer Care Forms to initiate product replacement
• Conduct customer site visits to troubleshoot or replace hardware
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalation priority issues per client specifications
• Redirect problems to appropriate resources
• Beta test and report on new products
• Use a trouble-ticket system to track issues and resolutions
• Liaise between customers, quality, engineering, and manufacturing personnel
• Maintain prompt and effective inter- and intra-team communication
• Work with laboratory equipment to determine root causes of issues

Requirements

• Bachelor's Degree in Mechanical Engineering, Manufacturing Engineering or related field
• Must have 3-5 years of applicable work experience
• Excellent customer service skills
• Ability to interact in a courteous, helpful, and professional manner
• Unquestionable ethics and ability to handle highly confidential information
• Ability to act independently, take initiative, multitask, and drive tasks and issues to resolution
• Strong verbal and written communication skills
• Strong organizational and multitasking skills
• Demonstrated problem-solving and analytical skills
• Familiarity with mechanical or physical security products preferred

Core Competencies

Demonstrates expertise in troubleshooting hardware issues and delivering exceptional customer service while maintaining confidentiality. Proficient in using trouble-ticket systems and conducting site visits to resolve technical problems effectively.

Highest-signal resume keywords

• Troubleshooting Hardware Issues
• Customer Service Skills
• Bachelor's Degree in Mechanical Engineering
• Problem-Solving Skills
• Communication Skills

ATS Optimization Keywords

Hard Skills

• Trouble-Ticket System
• Technical Issue Diagnosis
• Customer Care Forms Creation
• Beta Testing
• Laboratory Equipment Usage

Soft Skills

• Interpersonal Skills
• Initiative
• Multitasking
• Organizational Skills
• Ethics

Industry Keywords

• Mechanical Engineering
• Manufacturing Engineering
• Physical Security Products

Tools & Technologies

• Automated Call Distribution Software