Technical Support Representative

At Atlas Copco, we don't just value the work you do; we value who you are . We're a global technology leader with a 150-year legacy, aiming to make a positive impact on industries and communities around the world. Our commitment to sustainability and innovation keeps us moving forward, and we're looking for dynamic individuals who want to be part of that journey.

Who Thrives Here?

At Atlas Copco, success comes from curiosity, innovation, and a drive for excellence. If you enjoy problemsolving in a dynamic environment and deliver accurate, timely results while managing multiple priorities, you'll thrive here.

Are You Our Next Technical Support Representative?

As a Technical Support Representative, you'll be the first point of support for customers using our fastening, grinding, and software products. You'll troubleshoot issues, guide customers through solutions, and escalate more complex cases when needed. Your goal is simple: deliver a fast, professional, and positive support experience every time.

Working remotely with occasional travel, you'll collaborate with local and global teams to keep customers productive, informed, and confident in the technology they rely on. You'll "own" the support requests you take, becoming the expert that customers turn to for knowledge and help. In addition to helping our customers, our colleagues will also turn to you for advice and administrative tasks involving various platforms.

If you enjoy solving problems, working with customers, staying organized, and being part of a proactive, service-driven team-this is the role for you.

You'll work 9-hour shifts within our 8a to 8p Eastern Time standard coverage model.

* Shift time Weekdays 11:00 AM to 8:00 PM EST

* Some weekend as the jobs require (advanced schedule). Holidays may be optional.

* Voluntarily paid On-Call for 24/5 TechCover customers: Weekdays 5:00 PM - 8:00 AM (Monday 12a to 8a and Friday 5p to 11:59p). No US Holidays

* Travel for training and meetings (~10%)

How You'll Make an Impact:

• Provide high-quality technical support for fastening, grinding, and software products
• Respond to customer calls, emails, chats, and tickets within agreed SLA timelines
• Investigate issues using approved diagnostic tools and document all actions
• Ensure customer satisfaction before closing tickets and verify resolutions are complete
• Maintain accurate case notes, customer details, and time tracking
• Serve as an "owner" for assigned tickets and shared processes; keeping documentation updated, sharing updates, and supporting our teams
• Collaborate with Sales by identifying service or sales opportunities, and keeping customers' sales team informed of notable issues
• Determine when issues require escalation and route requests to other contacts as needed
• Support onboarding of new team members and other administrative duties in various platforms
• Participate in continuous improvement activities that enhance the customer experience

• At least 3 years of experience in technical support, customer service, troubleshooting, or a similar problem-solving role
• Strong communication skills and a professional customer-focused mindset
• A proactive mindset with a sense of urgency equal to (or greater than) customer expectations
• Critical thinking and logical troubleshooting methodology are a must
• Technical acumen with proficiency in general software use and understanding
• Ability to prioritize, follow processes, and meet response-time expectations
• Willingness to develop deep product knowledge and serve as a resource for others
• Ability to read and study documents on-the-fly for resolving issues quickly
• Must be comfortable to self-train with provided resources
• Comfortable working in a fast-paced support environment across multiple platforms
• Strong documentation habits and attention to detail
• Ability to work collaboratively with global teams and internal partners
• Self-sufficiency, positive attitude, coachability, and commitment to continuous improvement

• Familiarity with ticketing systems a plus

At Atlas Copco, we know that work is more than just a job. Here's what we offer to keep you happy, healthy, and inspired:

• • Professional Development : Opportunities for growth, training, and career advancement.
  • Comprehensive Benefits: Medical, Dental, Vision, Disability, Life, and more.
  • Financial Security: 401(k) with a baseline company contribution and matching opportunities starting at 6%, increasing further with tenure.
  • Work-Life Balance: Generous paid time off, a comprehensive holiday package, and flexible scheduling options where available to support your well-being.
  • Family Support: Paid Maternity & Paternity Leave.
  • Wellness Perks : Gym, Education, and Health Reimbursements.
  • Rewarding Culture : An inclusive environment that celebrates innovation, teamwork, and diversity.