Tech Support Specialist I - Hybrid

The Technical Support Team supports the product and software management systems that TAPCO (Traffic & Parking Control) provides. Duties involve interaction with a wide variety of established customer accounts, vendors, co-workers from all areas of the company, and the general public. As a front-line ambassador for TAPCO, you are relied upon to promote a positive customer experience and facilitate the smooth resolution of post-order issues. This position will operate in the office and, as it grows and develops, could support technicians up to 10% in the field.

Position Qualifications:

1. Ensures customer satisfaction by delivering outstanding service support, assisting and resolving a wide variety of requests in a timely manner, with an emphasis on building customer loyalty and profitability
2. Resolves issues to the customer's satisfaction via phone-based assistance, remote support tools, and appropriate escalation as needed
3. Facilitate efficient resolution to post order issues
4. Troubleshoot and repair equipment including diagnosing electronic failures
5. Travels overnight for both in-state and out-of-state work / training up to 15% of the time.
6. Work with service software to maintain a log for service cases
7. Monitors, prioritizes, and follows-up on all open service cases until resolved and closed
8. Communicates effectively with multiple groups and meets deadlines
9. Manages and follows up on all open service cases in ServiceNOW until resolved.
10. Create ServiceNOW knowledge articles for important system operation information, troubleshooting, firmware/hardware updates or other support-related needs.
11. Participates in a 24/7 on-call rotation and supports occasional after-hours work as operational needs require.
12. Safely operate related tools and equipment
13. Operate related computer systems and software
14. Participates in ongoing company-wide continuous improvement

Required Experience

• Associates degree in electronics, or consummate on-the-job experience in a technical support/customer service-related field. Excellent customer service skills in a high-volume environment with the ability to work under a sense of urgency
• Excellent verbal and written communication skills in English
• Must possess strong interpersonal skills: positive, pleasant, respectful and customer focused
• Speak effectively and clearly with customers and employees throughout organization
• Possess basic understanding of Microsoft Windows and the entire MS Office Suite, including Excel
• Computer knowledge/skills: PC literate (past and current Windows desktop OS, Microsoft Office, uploading and downloading files, software installation, and remote support tools)
• Proficient with PC operation, associated hardware and software knowledge along with a basic understanding of the components and functions of an IP network
• Basic knowledge of electronic, electromechanical, and electrical power principles to include testing of components in DC and AC circuits
• Safely operate vehicle, related tools, and equipment
• Possess and maintain a valid Driver's License and a satisfactory driving record.

About Us:

At TAPCO, our mission is to enhance transportation and personal safety in our communities through innovative solutions and products. We are driven to save lives! Are you looking for a career where you can earn a great wage based on experience and performance, your contributions are recognized, and you will have growth potential? Then choose TAPCO!

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status" or other acceptable tagline in all printed employment advertisements

If any assistance is needed with the application process, please contact TAPCO HR at 800-236-4462