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Technical Support Specialist

TAPCO Brown Deer, WI

Brown Deer, WI

Today

Full time Application Support Customer Service Management Customer Support

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Job Description

TAPCO is seeking a Technical Support Specialist for hybrid work in Brown Deer, WI to provide frontline tier 1 support for TAPCO’s product and software management systems.

Responsibilities

Deliver exceptional customer support by resolving a broad range of inquiries and issues quickly and professionally
Take technical support calls, service inquiries, and post-order concerns with prompt responses
Provide tier 1 phone-based and remote assistance using technical tools; escalate more complex issues when required
Log and track cases through resolution, including progress updates and follow-up using ERP and CSM tools
Process sales and RMA orders accurately and efficiently while working toward timely issue resolution
Support both internal and external customers while meeting SLA targets
Meet individual sales and call handling quotas to support team goals
Find opportunities to streamline processes and improve the customer experience
Occasionally travel for in-state and out-of-state field work and training (up to 10%)
Perform additional duties assigned by the manager

Requirements

Proficiency with PC operations, including Windows OS, Microsoft Office Suite, file management, software installation, and remote support tools
Strong attention to detail with disciplined adherence to established processes
Ability to multitask effectively, prioritize work, and manage time in a fast-paced environment
Comfort working in customer-focused, results-driven settings
Clear verbal and written communication skills in English
Positive, respectful interpersonal style with strong customer focus
Technical capability with basic IP network understanding and related hardware/software knowledge
Ability to safely operate tools and equipment while communicating effectively across departments
Education: High school diploma, Associates degree in electronics, or consummate on-the-job experience in a technical support/service-related field

Technologies

Windows OS
Microsoft Office Suite
ERP
CSM

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
Insurance: Pet, Health, Vision, and Dental
Quarterly company events and lunches
Opportunity to participate in the Fun or Safety Committee

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