Technical Support Specialist II

JOB REQUIREMENTS: If you are looking to be part of a company focused on making our roads and communities safer, apply to join our team of talented individuals today! Benefits 10 Paid Holidays Paid Vacation and Personal Time (starting day one) Four Weeks of Paid Parental Leave with no waiting period 401K Plan with Employer Match (fully vested on day one) Company‑Funded Short‑Term Disability Health, Vision, and Dental insurance Quarterly Company Events and Lunches Have a say in TAPCO Happenings by joining the Fun or Safety Committee What You Will Accomplish This role primarily relates to the support of the product and software management systems TAPCO (Traffic & Parking Control) provides. The duties involve interaction with a wide variety of established customer accounts, vendors, co‑workers from all areas of the company and the general public. The Tier II Technical Support Specialist has the technical skills to troubleshoot, service and perform maintenance on a variety of solar powered and AC‑powered systems. They will possess strong problem‑solving skills, including diagnosis of electrical, mechanical, wireless, and computer systems. The Tier II Technical Support Specialist will support customers and the IWS Field Service team in remote setup or troubleshooting. This position will operate in the office and up to 15% in the field, with overnight travel throughout the United States. This position reports to the Technical Support Manager. Essential Duties and Responsibilities Ensure customer satisfaction by delivering outstanding service support and resolving a wide variety of customer requests in a timely manner, with an emphasis on building customer loyalty and profitability. Resolve customer issues with minimal supervision through phone‑based assistance, remote support tools, and appropriate escalation when necessary. Troubleshoot and repair equipment, including diagnosing electronic failures, with minimal supervision. Monitor, prioritize, and follow up on all open service cases until resolution and closure. Maintain accurate service case records using ERP service software. Create and maintain ERP knowledge articles covering system operations, troubleshooting procedures, firmware/hardware updates, and other support‑related information. Support the Field Service team with system calibrations and configurations of IWS systems through remote access. Collaborate with Sales, Technical Support Group (TSG), and Project Managers to resolve customer concerns and technical issues. Communicate effectively with multiple stakeholders while managing priorities and meeting deadlines. Establish and maintain positive working relationships with employees, contractors, vendors, and customers. Qualifications Strong problem‑solving skills Experience diagnosing electrical, mechanical, wireless, and computer systems Ability to troubleshoot, service, and perform maintenance on solar powered and AC‑powered systems Experience with remote support tools and troubleshooting Strong communication skills and ability to manage priorities and meet deadlines Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities Application Instructions: Apply Online: ipc.us/t/FC2056C7115E4C7D #J-18808-Ljbffr