Technical Support Specialist

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