Tier-1 Technical Support Specialist - Fast Troubleshooter

xyntekinc; Tallahassee (FL, PA); On-site; USD 48,000 - 64,000; Full time

Job summary

Catalyx in Tallahassee, FL is seeking a Technical Support Specialist (Tier 1) to be the first point of contact for customer technical issues. You will triage tickets, collect information, perform initial remote troubleshooting, and document steps and resolutions in our service management system.

Ideal candidates bring 2+ years in technical support or related fields and experience with Zendesk or Salesforce Service Cloud.

Qualifications

• 2+ years of technical support or related experience.
• Experience with CRM/service management platforms (e.g., Zendesk, Salesforce Service Cloud).
• Experience in manufacturing or industrial automation environments preferred.

Responsibilities

• Serve as the first point of contact for customer technical support requests.
• Triage incoming service tickets and gather required information.
• Perform initial troubleshooting and resolve common issues remotely.
• Escalate complex issues to Field Service Engineers, Technical Support Engineers, or Engineering teams.
• Document troubleshooting steps, findings, and resolutions in the service management system.
• Prioritize service requests based on urgency and SLAs.
• Coordinate on-site dispatches when required.
• Maintain accurate records of customer interactions and equipment history.

Job description

Catalyx in Tallahassee, FL is seeking a Technical Support Specialist (Tier 1) to be the first point of contact for customer technical issues. You will triage tickets, collect information, perform initial remote troubleshooting, and document steps and resolutions in our service management system.

Ideal candidates bring 2+ years in technical support or related fields and experience with Zendesk or Salesforce Service Cloud.