Technical Support Specialist - Hybrid

CL c0fdc925 851b 46be 8480 3d28feddb668; Brown Deer (WI); On-site; USD 45,000 - 68,000; Full time

Benefits offered by this job

Paid holidays

Paid vacation and personal time

Parental leave

401K employer match

Short-term disability

Health, vision, and dental insurance

Company events and lunches

Safety/Fun committee participation

Job summary

TAPCO is seeking a Technical Support Specialist to provide frontline assistance for TAPCO’s product and software management systems. You will handle tier 1 phone-based and remote support, log cases, and resolve post-order issues while maintaining high customer satisfaction.

You will interact with a broad set of customers and collaborate with internal teams under the Technical Support Manager, with travel as needed and opportunities for growth within a dynamic environment.

Qualifications

• Proficient in PC operations, including Windows OS, MS Office, file management, software installation, and remote support tools.
• Strong attention to detail and disciplined adherence to processes.
• Excellent English communication and customer-focused demeanor.
• Basic IP networking knowledge and hardware/software awareness.
• High School diploma or Associate degree in electronics, or equivalent on-the-job experience.

Responsibilities

• Provide tier 1 phone-based and remote technical support.
• Log cases, track progress, and resolve issues to SLA targets.
• Process sales and RMA orders accurately and efficiently.
• Travel up to 10% for field work and training.
• Support internal and external customers and promote customer satisfaction.
• Escalate complex issues as needed.

Skills

Windows OS

MS Office

Remote support tools

Attention to detail

Multitasking

Time management

Customer focus

English communication

IP network basics

Equipment operation

Education

High School diploma

Associates degree in electronics

On-the-job experience in technical support

Job description

What TAPCO has to offer you

• 10 Paid Holidays
• Paid Vacation and Personal Time (starting day one)
• Four Weeks of Paid Parental Leave with no waiting period
• 401K Plan with Employer Match (fully vested on day one)
• Company-Funded Short-Term Disability
• Pet, Health, Vision, and Dental insurance
• Quarterly Company Events and Lunches
• Have a say in TAPCO Happenings by joining the Fun or Safety Committee

What you will accomplish as a Technical Support Specialistat TAPCO:

The Technical Support Specialist is responsible for providing frontline assistance for TAPCO’s product and software management systems. This role involves frequent interaction with a wide range of established customer accounts, vendors, and internal departments, requiring a professional and solution-oriented approach. Key responsibilities include providing tier 1 phone-based and remote support technical support, streamlining internal processes, managing customer inquiries, and resolving post-order issues efficiently.

As a visible representative of TAPCO, the Specialist is expected to maintain a high level of customer satisfaction by promoting positive and professional experiences. This position reports to the Technical Support Manager.

The duties listed may vary in terms of importance and other duties may be added or eliminated as this position develops.

• Provide exceptional customer support, resolving a wide range of inquiries and issues quickly and professionally
• Respond promptly to technical support calls, service inquiries, and post-order concerns
• Provide tier 1 phone-based assistance and remote support using technical tools, escalating more complex issues when needed.
• Log cases, track progress, and follow up through resolution utilizing ERP and CSM software tools.
• Process sales and RMA orders accurately and efficiently while ensuring timely resolution of issues
• Support both internal and external customers while meeting SLA targets
• Contribute to team goals by achieving individual sales and call handling quotas
• Identify opportunities to streamline processes and enhance the customer experience
• Occasionally travel in-state and out-of-state for field work and training(up to 10%)
• Perform additional duties as assigned by manager

Required Qualifications

Knowledge/Skill/Ability

• Proficient in PC operations, including Windows OS, Microsoft Office Suite, file management, software installation, and remote support tools
• Strong attention to detail with disciplined adherence to processes
• Skilled in multitasking, prioritization, and time management
• Thrives in fast-paced, customer-focused, results-driven environments
• Clear and effective communicator with excellent verbal and written English skills
• Demonstrates positive and respectful interpersonal qualities with strong customer focus
• Technically capable with basic IP network understanding and related hardware/software knowledge
• Safely operates tools and equipment while communicating effectively across departments
• High School diploma, Associates degree in electronics, or consummate on-the-job experience in a technical support/service-related field.

About Us

At TAPCO, we aim to enhance transportation and personal safety in our communities through innovative solutions and products. We are driven to save lives! Are you looking for a career where you can earn a great wage based on experience and performance, your contributions are recognized, and you will have growth potential? Then choose TAPCO!

As an EEO Employer, including Veterans and Individuals with Disabilities, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran or disability status or other acceptable taglines in all printed employment advertisements.

8-5pm