Support Specialist

About the role

As a Support Specialist, you’ll be the first point of contact for customers reaching out to our support team. You’ll provide Level 1 troubleshooting and technical assistance for devices such as barcode scanners, thermal printers, mobile computing solutions and ID card printing technology. This position requires strong technical aptitude, a proactive mindset, and a dedication to delivering excellent customer service from initial contact to resolution or escalation.

Responsibilities

• Serve as the primary contact for incoming support phone calls and email tickets
• Troubleshoot and resolve basic technical issues related to supported hardware and software
• Accurately document all customer interactions in our case management system (NetSuite)
• Escalate more complex issues to Support Specialist II when appropriate
• Deliver positive and professional communication in all customer interactions
• Maintain case compliance and schedule adherence based on assigned support hours
• Participate in ongoing technical training and process improvements

Qualifications & Skills

• 1+ years of experience in technical support or help desk role
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• High attention to detail with strong documentation habits
• Proficient in Microsoft Office Suite (Outlook, Excel, Word)
• Basic understanding of networking concepts (e.g., Wi-Fi, IP settings, device connectivity)
• Ability to work independently in a structured, remote environment

Physical Demands

This is a fully remote, desk-based position. You must have a dedicated home office setup with a stable high-speed internet connection. The role requires extended periods of sitting, working on a computer, and using a headset and other standard office equipment.