Technical Support Specialist

Summary: The National Service Network - Technical Support Specialist serves as the first point of contact for technical service requests related to amusement equipment. This position provides initial troubleshooting support, triages incoming National Service Network requests, and determines when issues can be resolved directly or require escalation to another technical resource. The role helps improve service response times and operational efficiency by resolving routine technical issues, maintaining accurate service documentation, and allowing experienced technicians to focus on more complex repairs and technical challenges., * Serve as the first point of contact for National Service Network technical support requests involving amusement equipment.

• Provide initial troubleshooting assistance for common equipment, component, connectivity, and operational issues.
• Triage incoming service requests and determine the appropriate resolution or escalation path.
• Resolve routine technical issues using established troubleshooting procedures, available documentation, and internal resources.
• Escalate complex or unresolved technical issues to the appropriate technician or technical resource.
• Monitor Salesforce Premium case queues and ensure incoming requests receive timely attention and follow-up.
• Maintain accurate and detailed case documentation in Salesforce, including reported issues, troubleshooting steps, communications, case status, and resolution information.
• Follow up on open service cases to help ensure issues progress toward resolution and closure.
• Communicate professionally with customers, technicians, manufacturers, and internal teams regarding service issues and next steps.
• Identify recurring service issues and opportunities to improve troubleshooting procedures and support resources.
• Reduce technician workload by resolving routine support requests, allowing technicians to focus on complex equipment repairs, diagnostics, and higher-level technical issues.
• Develop working knowledge of the company’s amusement equipment, components, systems, and common technical issues.
• Perform additional responsibilities as assigned.

• Previous experience in technical support, help desk, field service, electronics, amusement equipment, or a related technical environment preferred.
• Advanced mechanical and electrical troubleshooting knowledge preferred.
• Strong problem-solving and troubleshooting skills.
• Ability to learn the operation and technical components of a variety of amusement equipment.
• Experience with Salesforce or another CRM/case management platform preferred.
• Strong verbal and written communication skills.
• Excellent organizational skills with the ability to manage and prioritize multiple service requests.
• Strong attention to detail and ability to maintain accurate technical and service documentation.
• Customer-service mindset with the ability to communicate technical information clearly and professionally.

• Competitive salary; commensurate with experience.
• Casual work environment.
• Paid Holiday, Vacation and Sick.
• Medical, Dental, Vision, FSA, 401(k) with match, and numerous other benefit options available., * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance