Technical Support Specialist

VIRA Insight is hiring an onsite Technical Support Specialist in Eagan, MN to help keep day-to-day technical service operations running smoothly. In this role, you will work through incoming support requests, manage service tickets from intake to job closure, coordinate parts needs, and maintain visibility into connected-fixture system performance.

What You’ll Do

• Answer incoming technical support calls and provide initial troubleshooting and support.
• Create, document, update, and maintain technical support tickets in the appropriate system.
• Coordinate and process key parts orders associated with technical support tickets and service needs.
• Track open tickets, parts activity, service progress, and job closure to help ensure issues are completed in a timely manner.
• Monitor the connected-fixture CMS daily, identifying issues that require investigation, follow-up, or escalation.
• Monitor and identify recurring technical or service-related issues.
• Receive and process parts orders for service-related requests.
• Maintain appropriate minimum and maximum inventory levels for service parts.
• Coordinate with internal teams and appropriate partners regarding technical issues, parts requirements, and service status.
• Maintain accurate, up-to-date records of support activity, ticket status, parts orders, and completed service work.
• Proactively follow up on open issues and outstanding information to move service requests toward resolution.
• Escalate technical issues that cannot be resolved through established troubleshooting procedures.
• Provide professional and responsive support to internal and external customers.
• Perform other related duties as assigned.

Required Skills and Experience

• Customer service and communication skills with the ability to provide professional technical support by phone and other communication channels.
• Organization to manage multiple support tickets, parts requests, priorities, and follow-ups simultaneously.
• Technical aptitude with the ability to learn connected products, systems, equipment, and troubleshooting procedures.
• Problem-solving and analytical skills to investigate issues and determine appropriate next steps.
• Accurate documentation for technical issues, troubleshooting activities, parts requirements, and resolutions.
• Proactive follow-through with a persistent approach to open tickets and unresolved issues.
• Attention to detail and a commitment to accurate recordkeeping.
• Recurring-issue recognition and the ability to communicate trends or potential problems.
• Comfort working with ticketing, CMS, inventory, order-management, and other business systems.
• Proficiency with Microsoft Office applications.
• Ability to work effectively across departments and coordinate with technical, service, operations, and other internal teams.
• Ability to work in a fast-paced environment where responsiveness and timely follow-through are critical.
• A strong sense of ownership and accountability for assigned support issues from initial request through closure.
• Ability to read and understand wiring diagrams.
• Previous experience in technical support, customer support, service operations, field service coordination, or a related environment is preferred.
• Experience working with technical support tickets, work orders, or service-management systems is preferred.
• Experience coordinating parts, inventory, or service-related orders is preferred.
• Experience troubleshooting technical products, equipment, connected devices, or similar systems is preferred.
• Experience in a manufacturing, technology, retail fixture, field service, or related technical environment is a plus.

Education

• High school diploma or equivalent required; associate degree or technical education preferred.

Tools and Systems

• connected-fixture CMS
• ticketing
• inventory
• order-management
• Microsoft Office applications

Work Conditions

• Frequently required to sit, stand, walk, talk, and hear.
• Ability to operate a computer keyboard and other standard office equipment.
• Ability to read and interpret technical information, service documentation, and other business materials.
• Ability to sit for extended periods of time.
• Ability to communicate effectively by telephone, email, and other electronic communication methods.
• Ability to carry and lift materials or equipment up to 25 lbs., as required.

Supervisory Responsibility: This position has no direct reports.