Technical Support Specialist

Responsibilities

• Provide technical support via phone and email.
• Troubleshoot hardware, software, and system-level issues for hospitality products.
• Aid customers and administrators with product operation and configuration.
• Read and interpret wiring diagrams, including AC/DC conversion and grounding.
• De-escalate customer concerns with professionalism and empathy.
• Accurately document cases, determine resolution, and process replacement orders.
• Maintain call quality, productivity, and customer satisfaction goals.
• Learn and support new technologies as products evolve.

Qualifications

• At least 1 year of experience in Technical Support, Help Desk, or Call Center environments.
• Knowledge of IP networking concepts.
• Strong PC skills (Windows 7–11; DOS/XP familiarity a plus).
• Ability to clearly explain technical concepts to non-technical users.
• Strong listening, documentation, and problem-solving skills.
• Willingness to work flexible shifts, including evenings or weekends as needed.
• High School Diploma or Equivalent.

About the Role

This position is ideal for someone who enjoys solving technical problems, working directly with customers, and supporting innovative hospitality technologies in a fast-paced support environment. You will report directly to our Technical Support Supervisor, and you'll work out of our Salem, OR or Royalton, OH location on a remote-work schedule.

Benefits

• Competitive salary.
• Comprehensive benefits package including medical, dental, vision, life insurance, disability, 401(k) match, FSA, HSA, EAP, educational assistance, parental leave, paid time off, and 12 paid holidays.

Pay

Commensurate with experience.

Schedule

Remote work schedule.