Technical Support Specialist

The Technical Support Specialist delivers exceptional customer support for hardware, firmware, software, and network-connected products through phone, email, ticketing systems, and live chat. This role is responsible for troubleshooting technical issues, improving customer satisfaction, documenting solutions, and collaborating cross-functionally to drive product quality and operational excellence., Customer Support & Troubleshooting

• Provide friendly, timely technical support via phone, email, chat, and remote tools
• Troubleshoot hardware, software, networking, firmware, and connectivity issues
• Escalate complex issues while maintaining customer communication and ownership
• Deliver a positive customer experience that builds trust and long-term relationships

Technical Problem Solving

• Investigate recurring issues and help identify root causes
• Document troubleshooting steps, resolutions, and customer interactions clearly
• Assist with product testing, validation, and issue reproduction when needed
• Perform simple hardware repair and refurbishment procedures following structured company guidelines and quality standards
• Contribute ideas to improve support processes and customer experience

Knowledge Base & Team Collaboration

• Create and maintain knowledge base articles, FAQs, and troubleshooting guides
• Collaborate with Engineering, Product and Business operations teams.
• Support RMA, replacement, and follow-up processes when required
• Share customer feedback and trends to help improve products and services

KPI’s / Metrics

Performance is measured by quality, consistency, customer experience, and teamwork - not just ticket volume.

Do you have experience in Teamwork?, Do you have a Associate’s degree?, The ideal candidate combines strong technical troubleshooting abilities with excellent communication skills, customer empathy, analytical thinking, and a continuous improvement mindset., * High customer satisfaction (CSAT)

• Professional, empathetic communication
• Positive customer feedback and retention

Support Effectiveness

• Timely first responses and issue resolution
• Strong troubleshooting and root-cause analysis
• Accurate ticket documentation and follow-up
• Effective escalation handling

Knowledge & Growth

• Contributions to documentation and knowledge base improvements
• Continuous learning and technical development
• Ability to adapt to new technologies and products

Team Collaboration

• Reliable communication with internal teams
• Participation in process and product improvement initiatives

Dependability, accountability, and teamwork, * Associate degree, technical certifications, related experience, or equivalent practical experience preferred

• Bachelor’s degree is a plus, but not required
• Entry-level candidates with strong technical aptitude, customer service skills, and willingness to learn are encouraged to apply

Technical Skills

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs)
• Familiarity with computers, operating systems, hardware, and troubleshooting
• Basic hardware repair knowledge is a plus
• Experience with ticketing systems or CRM platforms is a plus
• Interest in IoT, monitoring, networking, or SaaS technologies preferred

Communication & Professional Skills

• Strong written and verbal communication skills
• Ability to explain technical concepts clearly to non-technical users
• Strong problem-solving and organizational skills
• Ability to work independently and collaboratively in a fast-paced environment

Preferred Qualifications

• Experience creating technical documentation, tutorials, or instructional materials
• Bilingual skills, especially Spanish, are a plus
• Previous customer service or technical support experience preferred but not required

Work Environment

• Primarily in-office work environment
• Occasional hybrid or remote work based on business needs
• Occasional shift schedule adjustments of up to 1-2 hours earlier or later may be required based on operational and support coverage needs
• Ability to work extensively on computers, communication systems, and technical equipment throughout the workday

16 Cutler Street, Warren, RI 02885 Hybrid work $22 - $25 an hour - Permanent, Full-time, Pulled from the full job description

• Tuition reimbursement
• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

AVTECH Software, Inc. is a leading innovator in proactive environment monitoring solutions for critical facilities and assets worldwide. Our Room Alert products are trusted across over 180 countries, serving a diverse range of industries including government, military, healthcare, and technology sectors. With a commitment to making environment monitoring simple and reliable, AVTECH empowers organizations to prevent costly incidents before they happen.