Technical Support Specialist

Job Description

Job Description

Description: We’re hiring multiple Technical Support Specialists to join our growing team!  Please note: We will only consider candidates who currently live close enough to our HQ in Vancouver, WA as this is an ONSITE role.

If you enjoy troubleshooting, solving technical problems, and helping people get back up and running, this could be a great fit. In this role, you will helping diagnose issues, identify solutions, and guide users through established troubleshooting processes and maintaining clear documentation during that process.

Some specialists primarily support contracted field techs while others support clients directly. Team assignments are based on business needs and individual strengths. All roles are 100% onsite in Vancouver, WA and must be able to work Saturday.

What You’ll Do

• Troubleshoot technical issues and guide users through effective solutions.
• Provide real-time support by phone, email, chat, and internal communication systems.
• Help identify root causes and recommend next steps for issue resolution.
• Document troubleshooting steps, resolutions, and key details accurately in internal systems.
• Escalate complex issues when needed and collaborate with internal teams to drive resolution.
• Support new services, tools, and operational initiatives as they are introduced.
• Identify recurring issues and contribute to process improvements and technical documentation.
• Maintain a high level of customer service while managing multiple priorities.

Requirements: What We're Looking For

• High school diploma or GED.
• At least one year of experience in technical support, help desk, service desk, troubleshooting, customer support, field service support, equipment repair, telecommunications, or a similar role.
• Strong problem-solving and analytical skills.
• Ability to communicate technical information clearly to users with varying levels of technical experience.
• Experience using Microsoft Office and CRM, ticketing, or case management systems.
• Strong attention to detail and documentation accuracy.
• Ability to stay organized and manage multiple issues in a fast-paced environment.
• Reliable transportation, attendance, dependability, and follow-through.
• Willingness to learn new systems, technologies, and processes.
• Ability to speak, read, understand, and communicate clearly in English.

Physical, Sensory, and Mental Requirements

With or without reasonable accommodations, individuals in this role must be able to:

• Work the assigned schedule with minimal unscheduled absences.
• Remain actively engaged and available during scheduled work hours.
• Provide technical support and troubleshooting assistance.
• Document support activities accurately.
• Meet established productivity, quality, and responsiveness standards.
• Communicate clearly and professionally by phone and in writing.
• Sit or stand for extended periods while working at a computer workstation.
• Use a keyboard, mouse, and headset throughout the workday.

Offers of employment are contingent upon passing a background check and proving eligibility to work in the United States.