Technical Support Representative

At TalentCount, we believe exceptional technical support is critical to operational excellence and customer satisfaction. We partner with organizations to identify service-driven professionals who combine strong troubleshooting ability with clear communication and disciplined followthrough.

As a Technical Support Representative, you will support internal and external stakeholders by diagnosing and resolving technical issues, managing escalations, and ensuring accurate documentation throughout the service lifecycle. This role requires strong technical aptitude, meticulous recordkeeping, and the ability to manage complex troubleshooting scenarios across multiple communication channels.

Schedule

Opening #1

• Monday - Friday: 8:00 AM - 5:00 PM
• 2 days WFH
• 3 days in-office

Opening #2

• Monday - Friday: 7:00 AM - 4:00 PM
• 2 days WFH
• 3 days in-office

Core Responsibilities

• Review and action daily reports, providing timely and accurate status updates.
• Maintain detailed service logs and documentation in accordance with established procedures.
• Troubleshoot complex technical issues via phone, email, and other communication channels.
• Diagnose or validate reported errors and determine appropriate solutions or escalation paths.
• Manage escalated cases and customer concerns requiring advanced troubleshooting and attention to detail.
• Provide senior-level guidance when initiating field service requests or creating Return Material Authorizations (RMAs).
• Track RMAs through completion, ensuring proper receipt and coordination with internal teams.
• Coordinate equipment repairs, including arranging loaner units when necessary and monitoring onsite repair progress.
• Conduct daily and weekly audits to ensure documentation accuracy and compliance with service standards.
• Identify recurring trends and share insights with cross-functional stakeholders to support operational improvements.
• Support training initiatives for internal team members and external stakeholders as needed.
• Perform additional duties and special projects as assigned.

• High school diploma or GED required.
• Strong customer service orientation with a professional and solution-focused approach.
• Experience in a contact center, help desk, or technical support environment.
• Exceptional technical aptitude with hands-on experience in electronics (e.g., wiring, control boards, I/O boards).
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to manage multiple priorities simultaneously.
• Ability to work independently and collaboratively in a team environment.
• Ability to lift up to 20 pounds occasionally., * Experience contributing to process improvement or operational efficiency initiatives.
• Basic to intermediate proficiency in Microsoft Excel or similar tools.
• Bilingual (Spanish) is a plus.

• Base pay range: $20.00 - $23.50 per hour, depending on experience and qualifications.

Pay: $20.00 - $23.50 per hour

Application Question(s):

• Do you have hands-on experience troubleshooting electronics, such as wiring, control boards, or I/O boards?
• Would you be open to a 6-month contract with potential to convert to permanent, at $20-$23.50/hour?
• Are you comfortable working Monday-Friday, either 7 AM-4 PM or 8 AM-5 PM, with 3 days in office and 2 days WFH?
• Please let me know your availability for a quick chat to discuss the role further.