Technical Support Representative

At CPT Network Solutions, we believe great work happens when people feel supported, trusted, and set up to succeed. We’re growing and looking for a Technical Support Specialist to serve as a critical connection point between our customers, field technicians, and internal teams. This role is at the center of our service delivery model. You’ll help ensure issues are resolved quickly, communication stays clear, and our customers feel confident in the support they receive from CPT. Your success will be measured by your ability to manage ticket flow efficiently, support technicians in real time, and deliver a consistent, high-quality customer experience. What Success Looks Like Managing ticket volume with speed, accuracy, and strong follow-through Providing clear, effective technical support to field technicians Keeping communication organized and responsive across calls, email, and ticketing systems Maintaining detailed, accurate documentation that supports continuity and quality Identifying urgent issues quickly and escalating appropriately Contributing to a smooth, reliable experience for both customers and technicians Core Responsibilities Manage and resolve daily department tickets in a team-based environment Support field technicians through queue-based call handling and real-time troubleshooting Monitor and respond to a shared team inbox with a focus on timeliness and accuracy Facilitate conference calls with customers and technicians using various communication platforms Document all ticket interactions thoroughly, including internal and external updates Identify and escalation high-priority issues in alignment with CPT procedures Stay current on company systems, tools, and process updates Look for opportunities to improve workflows and enhance the customer experience Support CPT’s brand by delivering consistent, professional, and solution-oriented service Participate in a rotating on-call weekend schedule (paid stipend provided) Work schedules within department hours of 6:00 a.m. to 8:00 p.m. CT, based on business needs Qualifications Associate’s or bachelor’s degree in a related field preferred 1+ years of experience in a call center or similar support environment 1+ years of technical support and/or field service experience preferred Working knowledge of POS systems, PCs, audio systems, structured cabling, telecom, and data services Experience with ticketing systems and queue-based support environments Strong problem-solving skills with the ability to guide technicians remotely Excellent verbal and written communication skills Strong customer service mindset with a high level of professionalism Highly organized with strong attention to detail and time management skills How You Show Up Calm and solutions-focused under pressure Detail-oriented and disciplined in your work Responsive and reliable in fast-paced environments Collaborative and team-oriented Ownership-minded with a commitment to follow-through CPT Network Solutions is an equal opportunity employer committed to diversity and inclusion. #J-18808-Ljbffr