Technical Support Specialist II - Hardware & Software

Ergotron, Inc.; Murfreesboro (TN); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision care

401k with match

Paid time off

Holidays

Maternity leave

Paternity leave

Grandparents leave

Career milestones recognition

Job summary

Ergotron, Inc. is seeking an experienced technical support specialist to resolve complex product issues across electrical and hardware domains. You will troubleshoot with software tools, read manuals, and guide end users, resellers, and partners to effective resolutions.

The role requires managing multiple requests via email, chat, and phone, maintaining documentation in Salesforce, and coordinating with global teams for on-site diagnostics when needed.

Qualifications

• Associate/BS preferred in technical or related field.
• 3–5 years in technical support for electronic/ powered products.
• Experience with call center processes and support tools.

Responsibilities

• Provide expert electrical and hardware solutions to product questions and installation queries.
• Handle Email, Chat and Phone interactions efficiently.
• Support legacy products and escalate as needed to Tier 2.
• Collaborate with Resellers, Partners, Sales and End Users on configurations and resolutions.
• Maintain accurate case documentation in Salesforce and other systems.

Skills

Remote troubleshooting

Technical support

Customer relations

Call center processes

Problem solving

Documentation

Education

Associate of Arts in a technical field

BS/BA in Business Admin / Engineering / CS

Tools

Salesforce

Oracle

Microsoft Office

Job description

Ergotron, Inc. is seeking an experienced technical support specialist to resolve complex product issues across electrical and hardware domains. You will troubleshoot with software tools, read manuals, and guide end users, resellers, and partners to effective resolutions.

The role requires managing multiple requests via email, chat, and phone, maintaining documentation in Salesforce, and coordinating with global teams for on-site diagnostics when needed.