Technical Support Specialist II

Jobtailor; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor is seeking a Field Service Technician to deliver on-site and remote support for TAPCO systems. You will troubleshoot, install, calibrate, and repair equipment while maintaining accurate service records and collaborating with cross-functional teams.

Travel up to 15% and participate in a 24/7 on-call rotation may be required. Ideal candidates have 2+ years in field service, strong customer service skills, and proficiency with TAPCO hardware/software, Windows, and basic networking.

Qualifications

• Demonstrated ability to provide exceptional customer service in high-stress, high-volume environments.
• Strong interpersonal and professional communication skills.
• Excellent verbal and written English communication.
• Ability to work with cross-functional teams and manage multiple priorities.
• Willingness to work outside regular hours and travel as needed.
• Knowledge of TAPCO hardware/software configuration and troubleshooting.
• Proficiency with Windows and Microsoft Office, including Excel.
• Familiarity with basic IP networking concepts (routers, switches).
• Experience integrating hardware with TAPCO software platforms (2+ years).
• Direct customer service experience (2+ years).

Responsibilities

• Deliver outstanding service support and resolve customer requests promptly.
• Provide phone-based and remote assistance with escalation when needed.
• Troubleshoot and repair TAPCO hardware/equipment.
• Maintain and update service case records using ERP systems.
• Collaborate with Sales, TSG, and Project Managers to resolve issues.
• Travel for in-state/out-of-state work up to 15% and participate in 24/7 on-call rotation.
• Support field calibrations and configurations of IWS systems remotely.
• Create knowledge articles on system operation and troubleshooting procedures.

Skills

Customer service

Communication

English proficiency

Windows OS

Excel

Remote support tools

IP networking

TAPCO hardware/software

Safety awareness

Time management

Tools

TAPCO software

Remote support tools

Microsoft Office

Job description

Responsibilities

• Ensure customer satisfaction by delivering outstanding service support and resolving a wide variety of customer requests in a timely manner, with an emphasis on building customer loyalty and profitability.
• Resolve customer issues with minimal supervision through phone-based assistance, remote support tools, and appropriate escalation when necessary.
• Troubleshoot and repair equipment, including diagnosing electronic failures, with minimal supervision.
• Monitor, prioritize, and follow up on all open service cases until resolution and closure.
• Maintain accurate service case records using ERP service software.
• Create and maintain ERP knowledge articles covering system operations, troubleshooting procedures, firmware/hardware updates, and other support-related information.
• Support the Field Service team with system calibrations and configurations of IWS systems through remote access.
• Collaborate with Sales, Technical Support Group (TSG), and Project Managers to resolve customer concerns and technical issues.
• Communicate effectively with multiple stakeholders while managing priorities and meeting deadlines.
• Establish and maintain positive working relationships with employees, contractors, vendors, and customers.
• Participate in ongoing company-wide continuous improvement initiatives.
• Safely operate related tools, equipment, computer systems, and software.
• Travel overnight for both in-state and out-of-state work and training assignments up to 15% of the time.
• Participate in a 24/7 on-call rotation and provide occasional after-hours support as business needs require.
• Performs other related work as required.

Requirements

• Demonstrated ability to provide exceptional customer service in a high-stress, high-volume environment while working with a sense of urgency and minimal supervision.
• Strong interpersonal skills with a positive, professional, respectful, and customer-focused approach.
• Excellent verbal and written communication skills in English.
• Ability to communicate effectively with customers, employees, and cross-functional teams throughout the organization.
• Ability to manage multiple priorities and collaborate with various groups to meet deadlines.
• Ability to work outside regularly scheduled hours to meet operational needs and respond to after-hours emergency calls as required.
• Knowledge of TAPCO hardware and software configuration, integration, operation, and troubleshooting.
• Proficiency in Microsoft Windows operating systems and the Microsoft Office Suite, including Excel.
• Strong computer skills, including software installation, file transfers, remote support tools, and general PC troubleshooting.
• Basic understanding of IP networking concepts, including routers, switches, and related network components.
• Working knowledge of electronic, electromechanical, and electrical power principles, including testing and troubleshooting DC and AC circuits.
• Ability to read, analyze, and interpret technical documents, schematics, manuals, and business communications.
• Ability to interpret and follow instructions provided in written, oral, diagrammatic, or schedule form.
• Ability to safely operate vehicles, tools, and equipment required for the position.
• Ability to work at heights, including working from ladders and operating a bucket truck.
• Possess and maintain a valid driver's license and satisfactory driving record.
• Minimum of 2 years of experience integrating hardware with TAPCO software platforms.
• Minimum of 2 years of industry experience in field service, equipment support, and troubleshooting.
• Minimum of 2 years of direct customer service experience.

Certifications & Qualifications

• valid driver's license