Technical Support Specialist

The Technical Support Specialist at Pregis LLC provides rapid, accurate remote intake, triage, and recovery of customer production equipment to protect uptime. Operating as part of the frontline Technical Support Operations Center (TSOC), this role relies on structured workflows, telemetry, and remote diagnostics to minimize on site visits and escalate issues when needed.

Responsibilities

• Serve as the first technical point of contact for inbound customer support requests.
• Perform structured intake to identify machine state, fault conditions, safety concerns, and production impact.
• Prioritize tickets based on uptime risk, SLA requirements, and customer impact.
• Determine whether issues can be resolved remotely or require escalation to onsite Field Technical Solutions.
• Execute remote troubleshooting using HMI data, alarms, error logs, telemetry, and customer provided observations.
• Guide customers through safe corrective actions to restore operation whenever possible.
• Resolve issues remotely to avoid unnecessary truck rolls while maintaining safety and quality standards.
• Escalate complex or unresolved issues with complete technical context and documented findings.
• Initiate Work Orders and support field service scheduling when onsite response is required.
• Ensure accurate problem descriptions, parts identification, and job scope are provided to field technicians.
• Support travel time optimization and technician utilization through clean, complete case data.
• Collaborate with Field Technical Solutions to support First Visit Fix Rate objectives.
• Document all tickets accurately and consistently in C4C and Field Service Management systems.
• Capture failure modes, corrective actions, resolution outcomes, and repeat issue indicators.
• Ensure ticket data supports SLA reporting, service transparency, and lifecycle analytics.
• Identify recurring issues and communicate trends to Operations, Engineering, and Product teams.

Requirements

• Strong technical troubleshooting and customer communication skills.
• Ability to perform calmly and effectively in high pressure downtime situations.
• High attention to detail in documentation and system updates.
• Proficiency with Field Service Management platforms and digital workflows.

Technologies

• C4C
• Salesforce
• Field Service Management systems

Key Performance Indicators

• Technical Support Average Response Time
• First Contact Fix Rate
• Truck Roll Avoidance
• Missed Calls and After Hours Call Handling