Technical Support Specialist

The Technical Support Specialist provides first-line technical help to Bird customers, distributors, and internal sales through phone, email, and Zendesk.

Responsibilities

• Answer inbound product-support phone calls and respond to technical questions from customers, distributors, and sales representatives.
• Own the Zendesk support queue: open and categorize tickets, prioritize work, respond, update records, follow up, and close cases within established service expectations.
• Deliver first-level troubleshooting for product setup, configuration, operation, basic RF measurements, accessories, and common application questions.
• Guide customers through published specifications, user manuals, FAQs, product selection resources, and standard troubleshooting steps.
• Identify issues that require advanced engineering, quality, repair, or calibration support; collect diagnostic information and escalate with complete case documentation.
• Coordinate with Staff Applications Engineering, Customer Service, Service/Calibration, and Quality to resolve routine customer issues and communicate status.
• Track and document case details including categories, resolutions, product trends, and recurring questions; help recommend updates to FAQs and knowledge-base articles.
• Maintain consistent response and follow-up practices, including proper handoffs and customer communication until cases are resolved.
• Provide basic product-use guidance and routine order-related technical clarification; route strategic applications and complex solution design to senior staff.
• Support Bird Family Values: Trust, Innovation, Teamwork, Achievement, and Accountability.

Requirements

• Associate degree in electronics/electrical engineering technology (or related technical education, military, or equivalent hands-on experience).
• Strong telephone-based customer service, with active listening and clear written communication skills.
• Ability to learn technical products quickly, follow troubleshooting processes, and explain routine technical information to customers.
• Comfort working in a high-volume, ticket-driven support environment, with strong organization, documentation, and follow-through.
• Basic electrical/electronics knowledge, including fundamental measurements and terminology; relevant technical training or experience.
• Ability to use Microsoft Office and learn Zendesk, ERP systems, and internal product information resources.
• Sound judgment on troubleshooting limits and timely escalation of complex or safety-sensitive issues.

Technologies

• Zendesk
• Microsoft Office
• ERP systems

Knowledge and Skills Desired

• Experience in a technical call center, help desk, customer technical support, or electronics troubleshooting.
• RF fundamentals familiarity, including equipment such as power meters, sensors, spectrum analyzers, or network analyzers.
• Experience with Zendesk (or similar ticketing platforms) and knowledge-base documentation.

Essential Job Functions

• Use phone and computer throughout the shift.
• Communicate clearly and review technical documentation.
• Operate basic test equipment when trained.
• Maintain routine business-hours support coverage.

Location: Solon, OH (onsite)

Compensation: USD 28 - 39 per hourly