Technical Support Specialist

• Provide timely, professional technical support for hardware, software, connectivity, and system-related issues.
• Troubleshoot customer issues using established procedures, structured diagnostic methods, and root-cause analysis.
• Handle a broad range of support requests, from routine account and device configuration to complex issues involving multiple systems.
• Maintain ownership of assigned cases, communicate progress, document troubleshooting steps, and ensure appropriate follow-up through resolution.
• Recognize when issues require escalation and provide clear documentation of findings, testing, and outstanding questions.
• Develop working knowledge of ATS timeclocks, software applications, firmware, middleware, integrations, and related technologies.
• Identify recurring issues and contribute to knowledge base articles, troubleshooting guides, and process improvement recommendations.
• Collaborate with Engineering, Product Management, Sales, and other internal teams as needed.
• Share technical knowledge with peers and provide informal assistance to colleagues as experience grows.
• Follow established support procedures, customer communication standards, and documentation requirements.
• Perform related duties as assigned, within the scope of the role., * Please provide examples of your hands-on experience (in a corporate environment) supporting Linux, Android, and/or Windows.
• A customer contacts you with a technical problem they are experiencing. Please write the response you would send to the customer, including how you would gather information, begin troubleshooting the issue, and communicate next steps.

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related discipline; equivalent professional experience may be considered.
• Minimum of 5 years of relevant technical experience, including at least 2 years supporting Software-as-a-Service (SaaS) products.
• Understanding of workforce management, time and attendance systems, or related technologies.
• Working knowledge of Unix/Linux/Android and Windows operating systems, including command-line tools and system administration fundamentals.
• Familiarity with Java application server installation, configuration, administration, and troubleshooting.
• Working knowledge of network infrastructure and fundamentals, including IP addressing, DHCP, static IP configuration, ports, firewalls, and network connectivity.
• Understanding of common protocols and technologies, including HTTP, SSL/TLS, JDBC, Servlets/JSP, SQL, HTML, and XML.
• Demonstrated analytical, troubleshooting, and problem-solving skills, with the ability to diagnose and resolve hardware, software, device configuration, networking, and system integration issues.
• Sound judgment in evaluating technical issues, identifying potential solutions or workarounds, and determining appropriate escalation paths.
• Excellent written, verbal, and active listening skills, with the ability to communicate technical information clearly and professionally to customers and colleagues. Multilingual capabilities are a plus but not required.
• Customer-focused approach, demonstrating professionalism, responsiveness, and a commitment to resolving customer issues effectively.
• Strong documentation, organizational, and time-management skills, with the ability to maintain accurate records and manage multiple competing priorities.
• Consistent accuracy and thoroughness when managing multiple technical issues and responsibilities.
• Ability to work independently while collaborating effectively with colleagues, sharing knowledge, and contributing to overall team and organizational success.
• Willingness to learn new technologies, expand technical expertise, and continuously develop product knowledge and troubleshooting capabilities.

Physical Requirements:

• Primarily sedentary physical work requiring ability to lift a maximum of 25 pounds for the occasional lifting and carrying.
• Frequent walking and standing, hand/eye coordination, and ability to operate computer keyboard/office equipment.
• Vision for reading, recording and interpreting information.
• Speech communication and hearing to maintain communication with employees and customers.

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance