Technical Helpdesk Support Specialist

Responsibilities

• Serve as the initial contact for field representatives needing technical support with equipment and monitoring system issues.
• Provide live phone support by asking clear questions, gathering details, and helping stabilize urgent situations.
• Reference product specifications, documentation, pricing, warranty, and parts information to support issue resolution.
• Communicate effectively with internal customers regarding pricing, warranties, and equipment parts using SAP or similar systems.
• Manage and track phone calls, emails, and support tickets through ServiceNow or a comparable ticketing system.
• Collaborate with internal technical teams and product support groups as needed.
• Work closely with the Level 2 team to address escalated issues.

Requirements

• High school diploma or equivalent with 1 to 2 years of technical experience.
• Basic understanding of electrical components, equipment troubleshooting, logic, or PLCs.
• 2 to 5 years of experience in customer service, contact center, helpdesk, technical support, or a related field.
• Experience handling inbound calls, support queues, technical issues, parts support, warranty support, or field service related requests.
• Strong documentation, communication, and organizational skills with keen attention to detail.
• Ability to stay calm, professional, and empathetic when supporting urgent or escalated issues.

Skills

• High school diploma or equivalent with 1 to 2 years of technical experience.
• Basic understanding of electrical components, equipment troubleshooting, logic, or PLCs.
• 2 to 5 years of experience in customer service, contact center, helpdesk, technical support, or a related field.
• Experience handling inbound calls, support queues, technical issues, parts support, warranty support, or field service related requests.
• Strong documentation, communication, and organizational skills with keen attention to detail.
• Ability to stay calm, professional, and empathetic when supporting urgent or escalated issues.

Preferred Skills

• Bachelor’s degree or equivalent technical experience.
• Experience using Microsoft Office Suite, SAP, ServiceNow, or similar business systems.
• Understanding of industrial electrical or mechanical systems.
• Ability to analyze information in spreadsheets and communicate findings clearly.
• Ability to manage multiple priorities and work efficiently in a high volume support environment.
• Strong consultative skills and the ability to lead conversations confidently.

Pay

The pay range for this role is $22 - $25 per hour based on qualifications and experience.