Technical Support

Morse Watchmans is looking for a Tech Support Technician to join our Service Department in Oxford, CT. This role supports our KeyWatcher product line, handling technical troubleshooting for customers by phone, email, and case management. You'll start in-house learning our systems and processes, with the expectation that you'll grow into a traveling support role, assisting customers on-site with training and installation support as you build up your knowledge. It's a hands-on position at a smaller company, so you'll wear multiple hats and work closely with a small, collaborative team.

Schedule: Monday-Friday, 8:00 AM-4:30 PM

What You'll Do

• Serve as a primary point of contact for KeyWatcher technical support, managing a heavy volume of calls, emails, and support cases
• Troubleshoot hardware and software issues for customers, walking them through solutions step by step
• Test and supply parts for RMAs
• Follow up on loaner equipment and warranty parts that haven't been returned
• Support the production area as needed, assisting with final assembly and testing of systems
• Learn our current and legacy systems in depth to build the foundation needed for on-site customer work
• As you progress, travel domestically to customer sites to provide on-site training and installation support

• Basic electronics knowledge - comfortable with concepts like batteries, voltmeters, resistors, and capacitors
• Windows OS familiarity - solid working knowledge of Windows 10 Enterprise/Professional, including Control Panel, Windows Services, folder permissions/ownership, and software installs/uninstalls. Some exposure to Windows Server (2014-2019) is a plus, though this role does not involve server setup
• Basic networking knowledge - understanding of typical LAN setups and the ability to troubleshoot communication issues, since our product depends on a customer's existing network. Advanced networking skills are a plus
• Strong communication skills - ability to explain technical concepts clearly to customers with varying levels of technical knowledge
• Quick learner and independent thinker - comfortable ramping up on complex systems over time, working well independently and as part of a team, and eventually confident representing the company one-on-one with customers on-site
• Willingness to travel - this role is built with a path to domestic travel for on-site customer support; candidates should be open to and interested in that growth

$18 - $28 an hour - Full-time, Contract, Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Hourly pay