Technical Support Specialist - Draper, UT

ProdataKey, Inc.; United States; On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health Insurance

401(k) Match

HSA/FSA

Childcare Assistance

Life Insurance

Short-Term Disability

Employee Assistance

Financial Planning

PTO & Holidays

Job summary

ProdataKey, a Utah-based tech solutions provider, is seeking a Technical Support Specialist for our support center. You will assist ProdataKey dealers with technical issues, leveraging strong troubleshooting and clear communication.

Ideal candidates have a passion for technology and are adept at diagnosing hardware, networking, and software problems, with experience in Salesforce, Jira, Zendesk, or PDK.io preferred.

Qualifications

• Proven technical skills requirement.
• Computer proficiency and basic office software.
• Ability to work full time in an office environment.

Responsibilities

• Inbound dealer support via calls, chat, and email with first contact resolution.
• Diagnose hardware, networking, and software issues for dealers and users, document notes.
• Authorize and process RMAs following company guidelines.
• Document notes in Salesforce and update knowledge articles.

Skills

Technical skills

Office software

Tools

Salesforce

Jira

Zendesk

PDK.io

Job description

About ProdataKey

ProdataKey (PDK) is an award-winning manufacturer and provider of cloud-based security solutions for the commercial environment. Through our advanced technology and easy-to-use software, we help protect life and property around the globe. ProdataKey’s family-like atmosphere is built around trust and candor towards our employees, with a focus on constant improvement. Experimentation without fearing failure leads to a culture of teamwork and innovation. PDK’s unique culture is filled with friendship, mentorship, snacks, ping-pong, and so much more.

Job Summary

Ready to work in an exciting environment with a great close-knit team? ProdataKey is a growing Utah technology company. We have an immediate need for a Technical Support Specialist in our support center providing support to ProdataKey dealers. Ideal Candidates have a genuine passion for technology, exceptional troubleshooting skills with complex systems, strong communication skills and the ability to think quickly. Proven experience in installing or troubleshooting access control, security, surveillance, automation, commercial door hardware, low voltage wiring, and networking makes you a strong candidate but is not required. If you do not have that direct experience but believe you are ready for the technical challenge.

Job Responsibilities

• Inbound Dealer Support: Answer incoming technical support calls, chat, and email inquiries, with a goal of first contact resolution.
• Troubleshooting: Diagnose hardware, networking, and software issues supporting PDK dealers and system users, document detailed case notes, and report defects for product engineering.
• RMA Processing: Authorize and process Return Merchandise Authorizations (RMAs) following company guidelines.
• Documentation: Document clear and detailed notes in Salesforce, report found defects, and update internal and dealer-facing knowledge articles.

Minimum Requirements

• Proven technical skills
• Computer proficiency
• Proficient in basic office software such as Microsoft and Google Suite products
• Ability to work full time in an office environment

Preferred Experience

• Low voltage wiring
• Networking
• Access control
• Commercial automation
• Security
• Commercial door hardware

Software experience in

• Salesforce
• Jira
• Zendesk
• PDK.io

Benefits

• Health, Vision & Dental Insurance
• 401(k) plan with employer match
• Health Saving Account & Flexible Spendings Account
• Childcare Assistance
• Company Paid Life Insurance
• Short-Term Disability
• Employee Assistance Programs
• Financial Planning
• PTO, holiday and sick leave

Pay Rate Type: Hourly

If you're looking for a career with a growing company where you are part of a team dedicated to making a difference, you'll enjoy your career with us! We are often looking for dedicated and passionate individuals to help take over the world. See what we do http://www.prodatakey.com/