Technical Support Specialist

Job Description
Position Summary

Technical Support Specialist (Tier 1 Service Support) role that serves as the first point of contact for customer service tickets, qualifications should be balanced between technical aptitude, customer service skills, and troubleshooting methodology.

Key Responsibilities

• Serveas the first point of contact for customer technical support requests.
• Triageincoming service tickets and gather required information to identifyissues.
• Performinitial troubleshooting and resolve common equipment and software issuesremotely.
• Escalatecomplex issues to Field Service Engineers, Technical Support Engineers, orEngineering teams when necessary.
• Documenttroubleshooting steps, findings, and resolutions within the servicemanagement system.
• Prioritizeservice requests based on urgency, customer impact, and service levelagreements (SLAs).
• Coordinateservice dispatches when on-site support is required.
• Maintain accurate records of customer interactions and equipment history.

Requirements

• Associate'sdegree in Engineering Technology, Industrial Technology, InformationTechnology, Electronics, or related field preferred.
• 2+years of experience in technical support, customer service, field servicecoordination, help desk, or industrial equipment support.
• Experienceworking with ticket management systems such as Zendesk, Salesforce ServiceCloud, or similar CRM/service management platforms.
• Experiencesupporting customers in manufacturing, industrial automation, machinery,or technical environment preferred.

Technical Skills

• Abilityto diagnose and troubleshoot equipment issues using customer descriptions,logs, alarms, photos, and remote diagnostics.
• Basicunderstanding of:
• Industrialautomation systems
• PLC-controlledequipment
• Electricaland mechanical systems
• Sensors,motors, and pneumatic systems
• Industrialnetworking fundamentals
• Abilityto read and interpret:
• Electricalschematics
• Wiringdiagrams
• Mechanicaldrawings
• Equipmentmanuals
• Proficiencywith Microsoft Office applications and remote support tools.

Preferred Skills

• Experiencesupporting industrial equipment, automation systems, robotics, ormanufacturing processes.
• Familiaritywith root cause analysis methodologies.
• Knowledgeof preventive maintenance practices.
• Experiencereviewing machine alarms and diagnostic data.
• Understandingof customer service KPIs and ticket management metrics.

Desired Competencies

• Strongproblem-solving and analytical skills.
• Excellentverbal and written communication.
• Abilityto remain calm under pressure and manage multiple priorities.
• Strongcustomer service orientation.
• Detail-orientedwith excellent documentation habits.
• Team-oriented with the ability to collaborate across service, engineering, operations, and sales departments.

Benefits

At Catalyx we understand that our people are our greatest asset. For this reason and many others, we take care of them. The team in Catalyx benefits from a Total Rewards package. This includes great personal benefits and professional growth opportunities.

Catalyx is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all individuals are valued, respected, and supported. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We encourage applications from all qualified candidates, regardless of background, and strive to create a welcoming environment for everyone.

At Catalyx, we are committed to attracting the best global talent. We proudly support our international employees by offering assistance with Critical Skills Visa applications for eligible candidates.