Technology Rollout Support Specialist

Job Description

Job Description

chedule: Sunday – Thursday, 6:00 PM – 2:30 AM
Employment Type: Temporary Contractor
Training: Paid onsite training (Monday–Friday, approximately 8:30 AM – 5:00 PM for one week; schedule may vary)
Location: Onsite as required

Position Overview

We are seeking a detail-oriented and customer-focused Technology Rollout Support Specialist to support nationwide technology implementation projects. This role serves as the primary point of contact for field technicians, vendors, and contractors performing hardware installations and technology upgrades at retail locations.

Unlike a traditional customer service call center, this position focuses on supporting technology deployment teams by providing first-level troubleshooting assistance, validating project completion requirements, tracking implementation progress, and ensuring adherence to established rollout procedures.

The ideal candidate is comfortable working in a fast-paced, high-volume environment, managing multiple projects simultaneously, and communicating effectively with field personnel to resolve issues and keep technology deployments on schedule.

Key Responsibilities

• Provide first-level technical support to field technicians, vendors, and contractors during technology installation and upgrade projects.
• Receive and manage inbound support calls through a call queue system and perform outbound follow-up calls as needed.
• Troubleshoot hardware, connectivity, and installation issues using established procedures and project documentation.
• Monitor multiple technology rollout projects simultaneously and provide timely support throughout project lifecycles.
• Update project tracking applications, document call details, validate system information, and maintain accurate records.
• Coordinate with project teams to ensure implementation protocols and project milestones are completed successfully.
• Communicate project updates and status reports via email, Excel spreadsheets, and internal systems.
• Escalate complex technical issues to appropriate support teams when necessary.
• Maintain professionalism and clear communication while supporting technicians working in various time zones and project environments.
• Adapt to changing project schedules and support requirements based on implementation timelines.

Qualifications

Required

• High School Diploma or GED.
• Minimum of 1 year of relevant work experience in a call center, help desk, technical support, customer service, project support, or similar environment.
• Strong verbal and written communication skills with the ability to explain information clearly and professionally.
• Basic troubleshooting and problem-solving abilities.
• Ability to multitask and manage several projects and priorities simultaneously.
• Comfortable working evening and overnight shifts.
• Ability to accurately document information and follow detailed project procedures.

Preferred

• Experience supporting technology rollouts, hardware deployments, or field service operations.
• Familiarity with IT hardware installations, device setup, network equipment, POS systems, or technology implementation projects.
• Experience working in a help desk, service desk, technical support, or project coordination environment.
• Proficiency with Microsoft Outlook, Word, and Excel.
• Experience utilizing ticketing systems, tracking tools, or CRM applications.

Work Environment

• Fast-paced technology support environment.
• Support multiple nationwide implementation projects concurrently.
• Work closely with field technicians, vendors, contractors, project managers, and internal support teams.
• Schedule flexibility may be required to support deployments occurring across multiple time zones and during evening or overnight implementation windows.
• Advance notice will be provided for any schedule adjustments.

Ideal Candidate

The ideal candidate is highly organized, adaptable, and comfortable supporting technology projects in real time. They possess strong communication skills, basic technical troubleshooting abilities, and enjoy helping field teams successfully complete technology implementations while maintaining accuracy and attention to detail.