Technical Support Specialist, Tier 2

Spectrio LLC is building a remote-first support experience for customers using digital signage products. As a Technical Support Specialist, Tier 2, you will help end users resolve technical issues while translating technical details into clear guidance. This role pairs hands-on troubleshooting with a customer-focused approach, supported by tools, diagnostics, and opportunities to contribute to shared knowledge.

Benefits that support your life outside work

• Work From Home - Remote Culture
• Internet Allowance per month
• Vacation/Personal Time: Prorated PTO that accrues per pay period after 30 days of employment (with service-based PTO guidance: < 3 years: 15 days/year; 3-5 years: 17 days/year; 5+ years: 20 days/year)
• Paid Sick Leave: Up to 40 hours (5 days) per year
• Company Paid Holidays: 10 observed holidays per year
• Medical Insurance: Three plan options (Low HSA, Mid, and High Plans)
• Dental Insurance: High and Low PPO plan options
• Vision Insurance
• Basic Life Insurance: $50,000 policy, 100% employer-paid
• Short-Term Disability: 100% employer-paid; covers 60% of weekly salary for up to 26 weeks
• Voluntary Benefits: Optional purchase of Voluntary Life/AD&D, Long-Term Disability, Accident, Critical Illness, and Hospital Indemnity
• Pet Benefits Plan
• Employee Assistance Program (EAP): Confidential 24/7 support

What you’ll do

• Provide technical support over the phone to end users for Spectrio’s digital signage products.
• Comprehend technical information and communicate it to customers in a non-technical manner.
• Handle data entry and monitor, operate, or coordinate computer operations for hardware, software, and peripherals.
• Use computer equipment, software, and diagnostic tools to complete a broad range of computer operations assignments.
• Provide updates to your supervisor on the status of projects and technical issues.
• Assist with creation and documentation of a technical knowledge base for common end-user issues.
• Perform other duties as assigned.

What you bring

• 2+ years of related experience with computers and providing customer service in a call center environment.
• A.S. in Computer Science (preferred).
• CRM and ERP experience (preferred).
• Experience using NetSuite, Google Suite, and other basic computer-related skills.
• Ability to prioritize, execute tasks, and adapt to change.
• Ability to work under pressure with interruptions and challenging deadlines.
• Aptitude and desire to learn new skills on the job.
• Analytical and problem-solving abilities.
• Team-oriented, collaborative style with a positive attitude.
• Strong customer-service orientation, with the ability to remain courteous and helpful.

Technologies you’ll work with: NetSuite, Google Suite, CRM, ERP.