Technical Support Specialist

6 month contract role for Technical Support role! Could go longer. Need someone to interview week of 5/11 and start asap!

Job Title:

Technical Support Specialist The Technical Support Specialist provides high-quality technical support and customer service to end users and service partners, ensuring an exceptional overall customer experience. In this role, you handle inbound calls, troubleshoot complex technical issues related to electronic and industrial equipment, and coordinate with field technicians when on-site service is required. You play a key role in maintaining product uptime, capturing accurate service data, and supporting ongoing improvements to products and processes. Responsibilities Respond to inbound customer and service partner calls, providing timely and professional technical support. Troubleshoot technical issues over the phone, using electronic diagrams, flow charts, and diagnostic tools to identify and resolve problems. Escalate calls to the dispatch center and coordinate with field technicians when issues cannot be resolved remotely. Manage an average of 20 calls per day with a goal of increasing to the upper 30s or 40s while maintaining high-quality support. Update and maintain accurate service call information and documentation in the system. Collect enhanced data during service calls to help improve product quality and customer experience. Perform scheduled follow-up calls to customers and technicians to confirm resolution and ensure satisfaction. Identify, prioritize, and escalate critical or high-impact issues as appropriate. Participate in periodic reporting of problems, issues, and concerns related to products and services. Support sales efforts by following established procedures and policies to provide a positive experience for customers. Serve as part of a Technical Account Ownership team, delivering superior service value to key accounts. Collaborate on and, when needed, create technical and process documentation to support internal teams and customers. Complete additional assignments and special projects as requested by leadership. Work closely with a team of fellow Technical Support Specialists, sharing knowledge and assisting others to resolve customer issues efficiently. Maintain a strong customer service focus, clearly communicating technical information to customers across different regions and backgrounds. Essential Skills 3-5 years of technical background or experience, preferably in technical support, field service, or technician roles. Associate or Bachelor's degree. Hands-on experience in technical support with in-depth troubleshooting responsibilities. Strong understanding of electronics and the ability to interpret flow charts, electronic book diagrams, and block diagrams. Experience using voltmeters and other diagnostic tools related to industrial equipment. Proven ability to troubleshoot and resolve complex technical support issues over the phone. Solid customer service skills with the ability to communicate clearly and effectively with customers globally. Comfort working primarily on the phone and handling remote support, including potentially taking control of a customer's computer to guide them through solutions. Basic PC proficiency and ability to work with support and documentation systems. Self-motivated, proactive, and driven mindset with a strong desire to solve problems and assist customers. Additional Skills & Qualifications Bilingual fluency in Spanish. Previous experience working with kitchen appliances or large industrial equipment. Experience repairing appliances or performing field technician work with direct customer interaction. Strong team orientation and willingness to assist colleagues in resolving customer issues. Demonstrated "go-getter" mentality, taking initiative to reduce call queues and maximize issue resolution. Work Environment This is a contract-to-hire position with standard work hours typically from 8:00 a.m. to 4:00 p.m. or 9:00 a.m. to 5:00 p.m., with openness to occasional overtime as business needs arise. The role is primarily phone-based in a professional technical support environment, focusing on inbound calls and remote troubleshooting. You work with electronic diagrams, block diagrams, flow charts, voltmeters, and other tools associated with industrial equipment, as well as standard PC-based support systems. You collaborate closely with a team of approximately seven other technical support professionals and coordinate regularly with field technicians. The organization designs and supports precision paint dispensing and mixing equipment used in the architectural coatings industry, emphasizing technology that delivers accuracy, durability, and speed. The culture values customer focus, teamwork, continuous improvement, and appreciation, including annual employee appreciation gifts and special events such as holiday giveaways. Job Type & Location This is a Contract position based out of

WHEELING, IL.

Pay and Benefits The pay range for this position is $28.00 - $31.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in

WHEELING,IL.

Application Deadline This position is anticipated to close on May 12, 2026. About Actalent Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

San Francisco Fair Chance Ordinance:

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.