Technical Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. POSITION SUMMARY: The Technical Support Specialist is responsible for supporting day-to-day technical service operations by responding to technical support requests, managing service tickets, coordinating parts orders, and ensuring issues are tracked through resolution and job closure. This role supports customer and field service responsiveness while maintaining accurate documentation, timely follow-through, and clear communication across open technical issues. The role also monitors connected-fixture CMS systems, tracks fleet uptime and recurring technical issues, coordinates service-parts activity, and maintains appropriate service-parts inventory levels. The ideal candidate is organized, technically capable, customer-focused, and comfortable managing multiple open issues while proactively following through to resolution.   KEY RESPONSIBILITIES: 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 ensure issues are completed in a timely manner. Monitor the connected-fixture CMS daily and identify issues requiring 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 and 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 keep service requests moving toward resolution.  recurring issues and communicate trends or concerns to the appropriate team members. 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. SUPERVISORY RESPONSIBILITY: This position has no direct reports. POSITION REQUIREMENTS: Strong customer service and communication skills with the ability to provide professional technical support by phone and other communication channels. Strong organizational skills with the ability to manage multiple support tickets, parts requests, priorities, and follow-up items simultaneously. Technical aptitude and ability to learn connected products, systems, equipment, and troubleshooting procedures. Strong problem-solving and analytical skills with the ability to…