Technical Support Specialist

Socket.dev; Provo (UT); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Discounts on firearms

Discounts on targets and optics

Range passes

Industry partnerships

Job summary

Action Target is hiring a Technical Support Specialist to diagnose and resolve issues for firearms training facilities worldwide. You will manage tickets, coordinate with Field Service Technicians, and keep customers informed through clear communication and thorough documentation.

The role requires strong technical ability, organizational skills, and a commitment to customer success. Expect on-site support at customer ranges, with occasional travel and a focus on reliable service delivery.

Qualifications

• We are seeking a technically capable, organized individual to diagnose and resolve customer issues.
• Must troubleshoot complex problems while keeping clear communication from start to finish.
• Strong written and verbal communication skills and the ability to work with multiple priorities.

Responsibilities

• Answer inbound customer service and technical support calls with a professional, helpful attitude.
• Troubleshoot technical, mechanical, electro-mechanical, electronics, and networking issues toward complete solutions.
• Take ownership from first contact to resolution, coordinating with other teams as needed.
• Document customer conversations, troubleshooting steps, actions, and outcomes in tickets.
• Keep customers informed with proactive updates and follow-up.
• Collaborate with Field Service Technicians and internal teams for on-site needs.
• Manage order processing and fulfillment related to service activities.
• Prioritize multiple open issues and adapt to changing priorities while maintaining commitments.

Skills

Technical troubleshooting

Electrical/electro-mechanical

Networking familiarity

Documentation & ticketing

Customer communication

Organizational skills

Time management

On-site travel readiness

Job description

Who is Action Target?

Action Target builds firearms training facilities for law enforcement, military, and commercial range customers around the world. Our relationship with our customers does not end when a range is installed. We are committed to keeping their facilities operating at peak performance and providing an exceptional customer experience whenever they need our help.

What’s in it for you?

• A unique industry where you will work with law enforcement, military, and commercial range customers around the world.


• A positive working environment with an outstanding team and opportunities to grow and make a difference.


• Industry perks - As a community of outdoor and shooting enthusiasts, we are passionate about our gear. Through our industry partners, employees receive discounts on firearms, targets, optics, range passes, and many other products.


• Rewarding work solving real customer problems and helping keep critical training facilities operating effectively.


• The opportunity to build lasting customer relationships and create raving fans through exceptional service and follow-through.

What will you be doing?

Our customers depend on Action Target to keep their ranges running, and you will be one of the first people they turn to when they need help.

As a Technical Support Specialist, you will diagnose and resolve customer issues while managing the communication, documentation, coordination, and follow-through required to get the job done. You will often have multiple customers, service tickets, orders, and priorities competing for your attention, so success in this role requires strong technical ability, organization, attention to detail, and personal accountability.

Some of your day-to-day tasks:

• Answer inbound customer service and technical support calls and provide a professional, helpful customer experience.


• Listen carefully, ask effective questions, and accurately identify customer needs and underlying technical problems.


• Troubleshoot technical, mechanical, electro-mechanical, electronics, and networking issues and work toward complete solutions.


• Take ownership of customer issues from initial contact through resolution, involving other resources when needed without losing responsibility for follow-through.


• Manage service tickets, including accurate documentation of customer conversations, troubleshooting, actions taken, status, next steps, and resolution.


• Keep customers informed through timely, proactive communication and follow-up.


• Collaborate with Field Service Technicians and other internal teams when additional expertise, coordination, or on-site repairs are required.


• Manage customer service-related order processing and fulfillment activities.


• Prioritize and manage multiple open issues, orders, commitments, and follow-up activities while responding effectively to changing priorities.


• Build strong customer relationships and create raving fans through dependable service, communication, and follow-through.

What skills and experience are required?

We are looking for someone who is technically capable, highly organized, detail-oriented, and genuinely motivated to help customers. You should be comfortable troubleshooting complex problems while managing multiple responsibilities and maintaining clear communication from start to finish.

The strongest candidate will have:

• Strong technical, mechanical, and electro-mechanical experience.


• Broad electronics knowledge including computers, PLCs, PCBs, and other electronic components.


• Solid experience with networking hardware, software, protocols, and troubleshooting.


• Strong computer skills and the ability to efficiently use systems for customer information, service tickets, orders, documentation, and communication.


• A methodical approach to troubleshooting: gather accurate information, evaluate possible causes, document findings, and work systematically toward resolution.


• A genuine desire to help customers and a friendly, professional approach to customer interactions.


• Exceptional written and verbal communication skills, including excellent telephone skills and the ability to explain technical information clearly.


• Outstanding organization, attention to detail, and time management, with the ability to keep multiple customers, tasks, and priorities moving without losing track of commitments.


• Strong judgment and the ability to prioritize competing demands, adapt to changing needs, and anticipate next steps.


• Personal accountability and the discipline to take ownership of problems and follow them through to completion.


• At least one year of relevant experience in a technical support/customer service position.


• Availability Monday through Friday, 8:00 a.m. to 5:00 p.m., with rotating weekend and evening on-call hours via telephone.


• The ability to sit for extended periods in an office setting.


• The ability to occasionally travel to customer ranges as required.

This is a full-time, long-term position. We are looking for someone who wants to become highly knowledgeable about our products and customers and be a dependable part of the team.

If you are technically capable, organized, detail-oriented, and take pride in solving problems and taking care of customers, we want to hear from you.

8am-5pm M-F with occassional on call