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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist - **Company:** Avtech Software, Inc. - **Location:** Warren, RI, United States (Remote available) - **Salary:** $45,760.0 - $52,000.0 - **Contract:** Permanent contract - **Skills:** Software as a Service, Computer Networks, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Firmware, Issue Tracking Systems, Virtual Private Networks (VPN), LiveChat, TCP/IP, Software Troubleshooting, Workday, Hardware Debugging - **Published:** May 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=8bd338a0aec2430d ## About the Role 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 ## Description 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. ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Destigmatizing the Workplace: Building Real Inclusion](https://www.wearedevelopers.com/videos/1492-destigmatizing-the-workplace-building-real-inclusion) - [Playing Pong on a shoulder press machine](https://www.wearedevelopers.com/videos/100140-playing-pong-on-a-shoulder-press-machine) - [Agile work at CARIAD – Creating a customer web application for controlling the vehicle ](https://www.wearedevelopers.com/videos/200-agile-work-at-cariad-creating-a-customer-web-application-for-controlling-the-vehicle) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [The Avengers Initiative (Practical Ethics for Software Engineers)](https://www.wearedevelopers.com/videos/2070-the-avengers-initiative-practical-ethics-for-software-engineers) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Does The Tech Industry Have The Best Work-life Balance?](https://www.wearedevelopers.com/magazine/427-does-the-tech-industry-have-the-best-work-life-balance) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)