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Acclaro Corporation

About Acclaro CorporationAcclaro Corporation is seeking a motivated and technically capable Tech Support Specialist to support customer service operations from our headquarters. This on-site role provides first-line technical support to customers, diagnosing issues, resolving basic service needs, and determining when escalating to a Field Service Engineer is required. Reporting to the Field Service Manager, the Tech Support Specialist plays a critical role in improving response time, customer satisfaction, and service efficiency.Responsibilities<ul><li>Serve as the primary point of contact for incoming tech support-related phone calls and emails.</li><li>Provide remote technical support and troubleshooting for laser systems, sub-systems, and related components.</li><li>Diagnose basic equipment issues and resolve them without the need for onsite field service when possible.</li><li>Determine when escalation to a Field Service Engineer is required and coordinate with service dispatcher as needed.</li><li>Document all customer interactions, troubleshooting steps, and resolutions in the service management system.</li><li>Maintain accurate and complete service records.</li><li>Support customers with basic operational questions, system setup guidance, and preventative maintenance instructions.</li><li>Assist the Field Service Manager by triaging service requests and prioritizing incoming issues.</li><li>Collaborate with Field Service Engineers to ensure continuity of support and effective handoff of cases.</li><li>Communicate clearly and professionally with customers, maintaining a high standard of customer service.</li><li>Contribute to the development and maintenance of technical support documentation, FAQs, and troubleshooting guides.</li><li>Identify recurring issues and communicate trends to the Field Service Manager and service team.</li><li>Adhere to all company safety policies, service procedures, and documentation standards.</li><li>Maintain company tools, software, and testing equipment used for support and diagnostics.</li><li>Complete additional tasks and projects assigned by management.</li></ul>Requirements<ul><li>Bachelor&rsquo;s degree in Electronics, Laser Technology, Engineering, or equivalent technical experience.</li><li>3-5 years of technical support, service, or customer-facing technical role preferred.</li><li>Comfortable handling high volumes of phone and email-based technical support.</li><li>Strong verbal and written communication skills with a customer-focused mindset.</li><li>Ability to prioritize and manage multiple support cases simultaneously.</li><li>Familiarity with computers and software tools including Word, Excel, and CRM/service platforms (Salesforce preferred).</li><li>Ability to work independently while collaborating effectively with a service team.</li><li>Medical devices or regulated industry experience a plus.</li></ul>Pay: $60,000.00 - $75,000.00 per yearBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Work Location: In person

Technical Support Specialist

Join Acclaro Corporation and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Acclaro Corporation

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Technical Support Specialist