Technical Support Specialist

The Technical Support Specialist role at Staccato is an on-site position in Florence, TX, providing specialized technical assistance to law enforcement, military, federal agency, and competitive shooting customers. The focus is on accurate troubleshooting, clear communication, and thorough case documentation to help resolve firearm-related inquiries efficiently.

Role Overview

In this position, you will respond to inbound support requests across multiple channels, diagnose firearm issues remotely when possible, and determine when service returns are required. You will also document interactions in Salesforce and collaborate with internal teams such as Service, Product, Quality, and Sales to address recurring technical issues and support product and documentation improvements.

Responsibilities

• Handle inbound calls, emails, live chats, and video calls regarding pistol function, maintenance, manual of arms, and performance.
• Troubleshoot and diagnose firearm issues remotely, aiming to resolve cases on first contact whenever possible and identifying situations where a pistol must be returned for service.
• Support live chat requests by triaging technical questions, resolving common issues using Staccato’s FAQ and knowledge resources, and escalating complex cases.
• Provide confident and credible technical guidance tailored to law enforcement, military, federal agency, and competitive shooting customers.
• Meet or exceed performance targets, including response time, handle time, first-contact resolution, quality scores, and customer satisfaction metrics such as CSAT/NPS.
• Document every customer interaction accurately in Salesforce according to Company guidelines.
• Partner with Service, Product, Quality, and Sales teams to resolve issues, share recurring technical trends, and recommend improvements to products, FAQ content, and documentation.
• Stay current on Staccato’s product line and new releases, maintain a professional demeanor, and participate in technical training, coaching, and quality reviews.

Requirements

• High school diploma or equivalent required.
• 2+ years of experience in a technical support role working directly with end users of the product.
• Working knowledge of and hands-on experience with Staccato firearms, including function, maintenance, and manual of arms.
• Ability to relate to and earn the trust of law enforcement, military, federal agency, and competitive shooting customers.
• Strong verbal and written communication skills to explain technical concepts clearly to customers across experience levels.
• Proficiency in Microsoft Office and Salesforce or other CRM systems; contact center experience is a plus.
• Customer Obsessed and Acts with Honor, including empathy, honesty, accountability, and trustworthiness when handling sensitive customer and agency information.
• Ability to thrive in a customer-first, metrics-driven, fast-growing environment with a record of meeting or exceeding performance goals.

Technologies

• Salesforce
• Microsoft Office

Benefits

• Health insurance
• 401(k) plan
• Paid time off
• Paid holidays
• Discounts on Staccato products

Work Location and Schedule

This position is 100% onsite at Staccato’s corporate office in Florence, TX. This role is not currently available for remote or hybrid work.