Electrical Technical Support Specialist

The Electrical Technical Support Specialist supports Matthews International Corporation's M-Pyre system by delivering real-time, hardware-focused troubleshooting of electrical and mechanical equipment to customers worldwide. The role encompasses remote, phone, chat, and email support, training, and close collaboration with clients, operating on a 4/10 in-office schedule with overtime opportunities.

Responsibilities

• Provide technical assistance to customers, sales teams, distributors, field service personnel, and operations via telephone, internet, or field environments.
• Resolve complex issues related to electrical and mechanical equipment with a hands-on troubleshooting approach.
• Set up online customer accounts through web interfaces.
• Route incoming calls to the appropriate department to ensure timely handling.
• Document all support activities in TeamViewer, Salesforce, and other platforms.
• Prepare inventory lists for required parts and equipment.
• Estimate repair or product costs for customers and internal teams.
• Participate in problem solving and root cause analysis with customers.
• Provide training on technical support to internal and external staff.
• Perform additional duties as assigned.

Requirements

• Associate degree or equivalent from a two-year college or technical school in Information Technology or a related field is preferred.
• In lieu of a degree, 4+ years of experience in a technical service technician role with strong customer service.
• Minimum 2+ years of prior technical support experience, or an equivalent combination of education and experience.
• High proficiency with Windows OS, Android, and Apple devices, plus Microsoft Office Suite (especially Outlook) and internet-based applications and tools.
• Experience in the cremation or deathcare industry is a plus.
• Mechanical and electrical aptitude, including the ability to guide others in using tools for equipment setup, installation, or calibration.
• Experience with CRM or remote support tools such as Salesforce and TeamViewer.
• Strong problem-solving and analytical abilities.
• Effective verbal and written communication skills.
• Ability to prioritize, multitask, and work effectively in a fast-paced environment.
• Self-motivated with strong attention to detail, deadlines, reporting, and follow-through.
• Ability to develop and maintain collaborative relationships across the organization and with external clients.
• Ability to work autonomously and as part of a team in a deadline-driven setting.
• Willingness to work overtime as necessary.
• Occasional travel locally, nationally, and internationally may be required.

Technologies

• M-Pyre system
• TeamViewer
• Salesforce
• Windows OS
• Android
• Apple devices
• Microsoft Office Suite (Outlook)

Benefits

• Medical, Dental & Vision
• Earned Time Off
• Paid Holidays
• 401(k) program with company match and an Employee Stock Purchase Program
• Education Perks
• Dependent Scholarship Opportunities

Location

Florida, hybrid work arrangement. Primary on-site location in Apopka, FL 32703, with in-office scheduling on a 4/10 plan.

Compensation

USD 18 - 25 per hour.

Physical Aspects and Work Environment

• Regularly stand, walk, sit, and engage in speaking, listening, and seeing tasks.
• Occasionally lift and/or move up to 10 pounds.
• Reasonable accommodations may be provided to enable essential functions.