Service Ticket Support

Service Ticket Support Jobs

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Today

Service Technical Support Specialist

Datawatch Systems, Inc Bethesda, MD

Bethesda, MD

Today

$23 - $25/hr Full time Customer Support End User Support Help Desk Support

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Job Description

The Service Technical Support Specialist provides remote technical support to review, diagnose, troubleshoot, and resolve customer issues prior to and during field service. This onsite role in Bethesda, MD supports both customer needs and technician execution through incident documentation, monitoring communications, and timely escalation.

Key Responsibilities

Review client-reported issues and diagnostic monitoring alerts to identify the affected system, device, site, account, or service.
Conduct remote triage before dispatch where practical by reviewing system status, communication checks, event history, device status, programming, credentials or user details, signal history, and customer verification.
Determine the appropriate resolution path based on findings, including remote resolution, customer-required action, further investigation, or conversion to a service request created by Technical Support.
Document all triage actions, findings, test results, and disposition decisions in the relevant incident or ticket record.
Resolve eligible issues remotely, including programming corrections, account updates, user or credential corrections, device communication review, approved system resets, and software or service checks.
Confirm outcomes using system evidence and verification methods such as customer confirmation, event logs, signal tests, diagnostic recovery, or monitoring confirmation.
Close incidents only when required evidence and customer communication are complete.
Identify recurring or systemic issues that may require corrective action or engineering review.
Provide technical guidance to field technicians before or during service calls.
Review prior incident notes, equipment history, system configuration, communication paths, customer account data, and troubleshooting recommendations.
Support technicians with testing and verification, including configuration checks, signal verification, video or access review, monitoring setup, communicator troubleshooting, DoorKing telephone-line troubleshooting, and escalation decisions.
Receive tickets back from technicians when remote account changes, monitoring platform updates, programming changes, or additional technical review are required.
Support monitoring account troubleshooting, signal testing, fire and burglar alarm communication path issues, cellular or IP path failures, elevator phone monitoring issues, and central station account configuration concerns.
Coordinate with central station monitoring when signal receipt, dispatch instructions, account status, test mode, emergency contacts, or monitoring activation must be reviewed.
Support controlled handling of fire monitoring communication path failures and temporary path-status changes where authorized by policy and procedure.
Document communication-path findings, test results, and corrective actions.
Convert incidents to service requests when remote triage indicates field access needs, equipment failure, wiring or power or network issues, life-safety concerns, customer impact, or repeated failure, and create requests with sufficient technical scope and evidence for dispatch.
Escalate unresolved, recurring, high-risk, life-safety, monitoring, compliance, or customer-impacting issues to the proper manager or department.
Open or recommend corrective action when repeat failures, process gaps, documentation weaknesses, or system-level issues are identified.
Support billing review by documenting whether the issue appears related to customer infrastructure, carrier phone or internet service, vandalism, acts of nature, customer damage, third-party damage, company-provided headend equipment, or normal covered failure.

Required Qualifications

Strong technical troubleshooting skills.
Ability to diagnose issues remotely using system dashboards, logs, account records, and customer information.
Working knowledge of access control, CCTV or video, burglar alarm, fire alarm monitoring, elevator phones, communications, networking, and customer support workflows.
Ability to distinguish remote-resolvable issues from field-service needs.
Clear communication skills with customers, technicians, service coordinators, central station personnel, account managers, and managers.
Strong documentation discipline with high-quality evidence.
Ability to prioritize urgent, life-safety, security, and customer-impacting issues.
Professional judgment when handling alarm, fire, monitoring, or customer-impacting matters.

Benefits

Choice of Medical Insurance plans
Choice of two Dental Insurance Plans
Vision Insurance
Medical and Dependent Care FSA Accounts
401K Plan with a discretionary employer match
529 Plan Access
Employee Assistance Program
Commuter and Parking Benefit
Short-term Disability and Long-term Disability Insurance
Employer-paid 50K Life and AD&D Insurance
Voluntary Life Insurance for Employee, Spouse and Children
Voluntary portable Accident, Critical Illness Insurance, Hospital Indemnity Coverage
Annual performance evaluation and salary adjustment consideration
Paid holidays, sick and vacation leave
Job-related tuition reimbursement

Schedule and Location

Location: Bethesda, MD (onsite)
Schedule: Monday - Friday, 8 am - 4 pm
Travel: No

Compensation

$23.00-$25.00/hour (USD 23 - 25 per hourly)

Preferred Experience

Technical support experience in access control, CCTV, alarm systems, managed security services, central station monitoring, low-voltage systems, or field service.
Experience supporting field technicians.
Experience with alarm signal testing, access-control panels, video systems, network communication, cellular or IP communicators, telephone-entry systems, and customer account support.
Experience with service management platforms and diagnostic monitoring.

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1mo ago

Technical Support Analyst

Georgia Tech Atlanta, GA

Atlanta, GA

1mo ago Closed

$85k - $95k/yr Full time Application Support Business Systems Computer Skills

This position is no longer accepting applications (closed Oct 18, 2026).

Job Description

Join Georgia Tech onsite in Atlanta and support a campus environment where technology needs are answered quickly, accurately, and with a customer-focused approach. This role provides hands-on technical assistance for hardware, software, and network issues, helping ensure enterprise systems and core applications are reliable for users across the institution. The salary range is $85,000 to $95,000 per year, and the position is grounded in Georgia Tech’s core values of Integrity, Excellence, Accountability, and Respect.

As a Technical Support Analyst, you will diagnose problems, troubleshoot using remote access and diagnostic tools, and keep documentation and ticket tracking up to date so support activity is visible and measurable. You will also help users build safe, effective technology habits through guidance, workshops, and cybersecurity awareness.

Responsibilities

Provide technical assistance and support for hardware, software, and networking issues encountered by users within the institution.
Diagnose and troubleshoot technical problems using remote access tools and diagnostic software to resolve issues efficiently.
Maintain detailed documentation of support requests, resolutions, and user interactions for accurate tracking and reporting.
Assist with installation, configuration, and maintenance of computer systems, peripherals, and software applications to support optimal performance.
Educate users on best practices for technology use and cybersecurity awareness to promote safe computing.
Prepare and deliver training sessions and workshops to help users improve proficiency with technology resources and software applications.
Monitor and manage support ticketing systems to support timely responses and resolution in line with established service level agreements.
Stay current on emerging technologies and technical support trends, recommending tools and solutions to improve support services and efficiency.
Collaborate with Information Technology teams to identify and implement improvements to support processes and workflows, enhancing the overall user experience.
Perform other duties as assigned.

Requirements

Bachelor’s degree in a related discipline or equivalent.
6+ years of relevant experience.
Working knowledge of and ability to apply IT project management principles, components, and processes.
Skills in budgeting and written and oral communication.
Ability to effectively interact with technical and non-technical staff.

Preferred Qualifications

Experience with StarRez, AiM, and similar enterprise level systems used to support housing resident management, facilities staff workflows, customer relationship management, and other critical functions.
Three or more years of experience serving as a system administrator, functional administrator, or power user for an enterprise-wide software platform.
Experience applying specialized skills within a university or public sector environment.
Experience participating in system software analysis and requirements, implementations, upgrades, testing, or application enhancement projects.

Tools and Systems

You will work with remote access tools, diagnostic software, support ticketing systems, StarRez, AiM, enterprise level systems, and customer relationship management systems (CRM), including P-Card as listed for the role.

Additional Information

This is not a supervisory position.
This position does not have financial responsibilities.
No driving is required; the role will not travel.
The role is not considered a position of trust.
Security clearance is not required.
Successful candidates must be able to pass a background check.
Equal Employment Opportunity: Georgia Tech is an Equal Employment Opportunity Employer and prohibits discrimination, including discriminatory harassment, based on protected characteristics.

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1mo ago

Technical Support Representative, Catholic

Pushpay Fountain, CO

Fountain, CO

1mo ago Closed

$51k - $62k/yr Full time Application Support CRM Customer Support

This position is no longer accepting applications (closed Oct 18, 2026).

Job Description

Join a team that pairs hands-on technical support with real customer impact in Pushpay’s SaaS ecosystem. This hybrid role (3 days in the office / 2 days remote each week) includes strong benefits, competitive pay, and a clear focus on end-to-end incident ownership. You will act as a primary point of contact for technical inquiries, guiding customers from first interaction through root-cause discovery and resolution.

What you’ll do

Own incoming customer support requests across multiple service channels, including the ticketing system, live chat, phone, and email.
Manage your personal queue health dynamically to maintain strict adherence to customer Target Response times.
Troubleshoot and resolve issues related to the Pushpay platform using software discovery to drive resolution at first contact.
Provide technical ownership for each request, progressing incidents through investigation to total technical resolution.
Escalate highly complex platform anomalies that fall outside standard Level 1 documentation.
Share specialized inquiries accurately with the appropriate partners in the Customer Experience department, including CSM or Implementation.
Use internal technical resources daily to ensure accurate and effective problem solving.
Identify documentation gaps and contribute updates to the team knowledge base.
Review technical support updates regularly to stay current with continuous product deployments.
Support customer account management needs related to significant account changes and renewal handoff.

How you’ll succeed (on the job and over time)

After successful onboarding, you will demonstrate functional fluency in the Giving or ChMS platform architecture and maintain working knowledge of basic application and account ecosystems. During the post-onboarding period, you will consistently meet or exceed core KPIs, including maintaining target response times and customer satisfaction (CSAT) goals. KPI expectations may vary by customer segment, and the Level 1 profile emphasizes autonomous, proactive execution of complex troubleshooting workflows with minimal supervision.

Compensation range: $50,615-$61,863 per year.

Benefits and work setup

Health coverage: 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employees
Additional option: 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
Retirement: 401K match
Work model: Hybrid (3 days in the office / 2 days remote each week)
Time off: 12 paid company holidays, 2 paid Volunteer Time Off days, and 15 days PTO to start (increases with tenure and seniority)
Family leave: Paid parental and adoption leave

Requirements

Minimum 2-3 years of dedicated experience in a technical support, help desk, or client-facing support role
Basic experience navigating modern CRM architectures such as Salesforce is a major plus
Excellent attention to detail and the ability to create accurate work pieces
Excellent written and verbal communication skills
Strong work ethic and well-organized task management
Genuine interest in helping solve customer requests
Natural love for problem-solving within online software platforms
Requires prolonged periods of sitting at a desk and working on a computer

Location: Fountain, CO (hybrid)

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1mo ago

Mechanical Technical Support Specialist

Formax Dover, NH

Dover, NH

1mo ago Closed

Full time Customer Service Customer Support Hardware Support

This position is no longer accepting applications (closed Sep 26, 2026).

Job Description

The Mechanical Technical Support Specialist position in Dover, NH supports Formax resellers through mechanical-focused troubleshooting and responsive technical assistance. The role emphasizes hands-on mechanical support (not IT or computer support), with customer interactions primarily over phone and email, plus occasional video support and quarterly travel for installation and training.

Role Overview

In this onsite position based in Dover, NH, you will help resellers resolve mechanical and electrical issues related to Formax brand equipment. Support is delivered mainly through phone, email, and video, with travel to client sites at least once per quarter to support installations and training sessions.

Key Responsibilities

Provide mechanical technical support and assistance to resellers using Formax equipment.
Troubleshoot and diagnose mechanical and electrical issues over the phone.
Deliver excellent customer service and work to build and maintain client relationships.
Independently manage and prioritize service requests and support tickets.
Collaborate with internal teams to resolve technical issues and maintain customer satisfaction.
Travel to client sites at least once per quarter for equipment installation and training sessions.

Required Qualifications

Mechanical and electrical experience is required.
Excellent verbal communication skills and strong telephone etiquette.
Strong troubleshooting and diagnostic abilities.
Demonstrated problem-solving, decision-making, and analytical skills.
Ability to work independently and effectively prioritize tasks.
Proven customer service skills with a focus on building and maintaining client relationships.
Occasional willingness to travel for client visits, including a valid driver’s license.
Strong computer skills, including proficiency with email, Microsoft Office applications, and remote assistance applications.

Tools and Technologies

Email
Microsoft Office
Remote assistance applications

Benefits

401(k)
Dental insurance
Flexible spending account
Health insurance
Paid time off
Referral program
Vision insurance

Experience

Mechanical knowledge: 1 year (Preferred)

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