Technical Support Specialist

Job DescriptionJob DescriptionNational Service Network – Technical Support SpecialistSummary: The National Service Network – Technical Support Specialist serves as the first point of contact for technical service requests related to amusement equipment. This position provides initial troubleshooting support, triages incoming National Service Network requests, and determines when issues can be resolved directly or require escalation to another technical resource. The role helps improve service response times and operational efficiency by resolving routine technical issues, maintaining accurate service documentation, and allowing experienced technicians to focus on more complex repairs and technical challenges.Essential Duties and Responsibilities:Serve as the first point of contact for National Service Network technical support requests involving amusement equipment.Provide initial troubleshooting assistance for common equipment, component, connectivity, and operational issues.Triage incoming service requests and determine the appropriate resolution or escalation path.Resolve routine technical issues using established troubleshooting procedures, available documentation, and internal resources.Escalate complex or unresolved technical issues to the appropriate technician or technical resource.Monitor Salesforce Premium case queues and ensure incoming requests receive timely attention and follow-up.Maintain accurate and detailed case documentation in Salesforce, including reported issues, troubleshooting steps, communications, case status, and resolution information.Follow up on open service cases to help ensure issues progress toward resolution and closure.Communicate professionally with customers, technicians, manufacturers, and internal teams regarding service issues and next steps.Identify recurring service issues and opportunities to improve troubleshooting procedures and support resources.Reduce technician workload by resolving routine support requests, allowing technicians to focus on complex equipment repairs, diagnostics, and higher-level technical issues.Develop working knowledge of the company’s amusement equipment, components, systems, and common technical issues.Perform additional responsibilities as assigned.Qualifications:Previous experience in technical support, help desk, field service, electronics, amusement equipment, or a related technical environment preferred.Advanced mechanical and electrical troubleshooting knowledge preferred.Strong problem-solving and troubleshooting skills.Ability to learn the operation and technical components of a variety of amusement equipment.Experience with Salesforce or another CRM/case management platform preferred.Strong verbal and written communication skills.Excellent organizational skills with the ability to manage and prioritize multiple service requests.Strong attention to detail and ability to maintain accurate technical and service documentation.Customer-service mindset with the ability to communicate technical information clearly and professionally.Compensation and Benefits:Competitive salary; commensurate with experience.Casual work environment.Paid Holiday, Vacation and Sick.Medical, Dental, Vision, FSA, 401(k) with match, and numerous other benefit options available.Equal Employment Opportunity StatementH. Betti Industries, Inc, provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.\nCompany DescriptionBetson Enterprises is the leading coin operated distributor of amusement and vending equipment, coin operated parts, and service in the United States since 1934. Betson Enterprises is a division of H. Betti Industries, Inc., with around 350 employees, 12 distribution offices located across the United States and over 90 years’ experience and leadership in the coin operated industry. Betson Enterprises offers amusement, music, prize merchandisers, and vending equipment. Betson also distributes coin-operated parts, provides technical service and repair, and customized financing. Imperial International, a division of H. Betti Industries, Inc. is the largest wholesale distributor of billiard products and accessories in the United States.Company DescriptionBetson Enterprises is the leading coin operated distributor of amusement and vending equipment, coin operated parts, and service in the United States since 1934. Betson Enterprises is a division of H. Betti Industries, Inc., with around 350 employees, 12 distribution offices located across the United States and over 90 years’ experience and leadership in the coin operated industry. Betson Enterprises offers amusement, music, prize merchandisers, and vending equipment. Betson also distributes coin-operated parts, provides technical service and repair, and customized financing. Imperial International, a division of H. Betti Industries, Inc. is the largest wholesale distributor of billiard products and accessories in the United States.