Technical Support Specialist Hybrid

TAPCO (Traffic and Parking Control Co., LLC); Milwaukee (WI); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Paid holidays

Vacation and personal time

Parental leave

401K with employer match

Job summary

TAPCO (Traffic and Parking Control Co., LLC) seeks a Technical Support Specialist to provide tier 1 phone and remote support, resolving post-order issues and assisting customers with inquiries. You will log cases, use ERP/CSM tools, and process orders while ensuring high customer satisfaction.

The role reports to the Technical Support Manager and may evolve with the team. Up to 10% travel for field work and training is expected.

Qualifications

• Proficient in Windows OS with Microsoft Office Suite.
• Strong attention to detail and adherence to processes.
• Multitasking and time management in a fast-paced, customer-focused environment.
• Clear and effective verbal communication.

Responsibilities

• Provide tier 1 phone-based and remote support; resolve post-order issues.
• Report to Technical Support Manager; duties may evolve.
• Log cases and track progress in ERP/CSM systems; ensure timely resolution.
• Process sales and RMA orders accurately and efficiently.
• Support internal and external customers while meeting SLA targets.
• Occasionally travel in-state and out-of-state for field work and training (up to 10%).

Skills

PC operations

Time management

Multitasking

Clear communicator

Attention to detail

Tools

ERP software

CSM software

Remote support tools

Job description

JOB REQUIREMENTS

If you are looking to be part of a company focused on making our roads and communities safer, apply to join our team of talented individuals today!

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 Specialist at TAPCO

• 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 Thrive in fast-paced, customer-focused, results-driven environments
• Clear and effective communicator with excellent verbal and

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities ****