Technical Support Specialist

Job Description

Job Description

Technical Support Specialist (TSS) (Tier I)  serves as the first line of support for clients seeking assistance with Coreforce products or services. The TSS is responsible for delivering prompt, professional, and customer-focused technical assistance through phone, chat, and email channels. This role involves troubleshooting common technical issues such as network connectivity, hardware malfunctions, software errors, and access-related problems using established procedures and internal knowledge bases. The TSS is expected to accurately document interactions, categorize tickets appropriately, and follow established workflows and service level agreements (SLAs).

Strong analytical, organizational, and communication skills are essential, as the TSS must actively listen, ask relevant questions, and translate complex issues into understandable solutions for clients. When issues cannot be resolved at the Tier 1 level, the TSS will escalate them to higher-tier support teams with all necessary context and documentation, ensuring a seamless handoff. In addition to resolving issues, the TSS plays a key role in user education, client retention, and identifying trends or recurring issues to help improve support processes. A commitment to continuous learning, professionalism under pressure, and a customer-first mindset is critical for success in this role.

Essential Duties and Responsibilities (including, but are not limited to, the following):

• Serve as the first point of contact for clients seeking technical support, delivering excellent customer service through professional, clear, and empathetic communication.
• Resolve Tier 1 support issues via phone, chat, email, and remote desktop tools, using internal knowledge bases and standard operating procedures.
• Troubleshoot and resolve issues related to Coreforce applications and hardware, including Polaris,  Rocket, EOS devices and accessories.
• Perform basic network and connectivity troubleshooting (LAN/WAN/Wi-Fi) and assist with simple configurations when needed.
• Accurately document all customer interactions, issue details, troubleshooting steps, and resolutions in the Zendesk ticketing system.
• Perform other related duties by management.
• Escalate complex or unresolved issues to Tier 2/3 support, providing detailed case notes and full context for efficient handoff.
• Educate users on system functionality, product usage, and best practices to reduce repeat incidents and improve user experience.
• Proactively identify patterns in support requests and contribute feedback to improve internal documentation and processes.
• Participate in scheduled on-call rotation to support after-hours client needs.
• Arrive on time for scheduled shifts, remain fully engaged during working hours, and maintain reliable attendance.
• Perform additional support tasks and responsibilities as assigned by the Call Center Manager, Management, or Tier 2/3 support team.

Mandatory Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or GED required.
• 1+ years of experience in technical support, help desk, or IT service environment.
• Prior customer service or contact center experience.
• Strong verbal and written communication skills with the ability to explain technical issues in plain language.
• Familiarity with Windows OS, basic PC hardware, and general troubleshooting methods.
• Strong organizational skills, attention to detail, and ability to multitask in a fast-paced environment.
• Willingness and availability to work evenings, weekends, and participate in the on-call rotation as needed.

Bonus/Preferred Skills

• Working knowledge of LAN, WAN, and Wi-Fi networking concepts.
• Basic understanding of Linux-based systems and command-line navigation is beneficial.
• Experience with Zendesk or other ticketing systems preferred.
• CompTIA Network+ or equivalent certification is a plus.

Physical Demands and Work Environment

The physical demands described here must be met by an employee to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. This role requires the employee to have the ability to maintain a stationary and an upright position regularly. Regular movement within the office is required to access file cabinets, office machinery, and other resources. This role involves continuous operation of a computer and other office productivity machinery and tools, including a printer and computer. Regularly, the employee changes their body position to assist in moving objects or gaining access to items. The capacity to convey information and concepts effectively for mutual understanding must be possessed by the employee. They must also possess the capability to share precise details during such interactions. Specific vision capabilities, particularly the ability to observe details at close range (within a few feet of the observer), are essential for performing tasks accurately. This role involves the occasional transportation of boxes weighing between a minimum of 5 pounds and a maximum of 30 pounds throughout the office to fulfill diverse demands. The employee occasionally carries out their responsibilities while being exposed to various outdoor weather conditions.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. Coreforce is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable. 

The companies in the Coreforce organization are innovative technology leaders, delivering groundbreaking digital systems tailored for frontline professionals who rely on speed, accuracy, easy-to-access data, and transparency in their work. Coreforce is an equal-opportunity employer that promotes justice, advances equity, value diversity, and fosters inclusion.  Coreforce is committed to hiring the best talent – regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.