Customer Support Specialist -

Technical Help Desk & Training Location:

York, Pennsylvania Work Location:

In person at 4575

West Market Street, York, PA Job Type:

Full-time, 90-day probationary period

Reports To:

Deputy Director of Customer Care About Access411: Access411 is a mission-driven K-12 school safety software company dedicated to creating safe, equitable, and supportive learning environments for students and staff. We partner with school districts across the country to provide software and integrated hardware solutions that support school safety, attendance, identification, access control, and daily operations. Our team is built around collaboration, dependable service, and continuous improvement. We are looking for a technically capable, service-minded professional who is ready to support our customers and contribute to that mission.

Position Summary:

The Customer Support Specialist serves as a primary point of contact for school district customers requiring assistance with Access411 software, hardware, and related services. In this frontline position, you will provide technical support by phone, email, service ticket, and remote support session. You will troubleshoot customer issues, manage service orders from initial contact through resolution, train users, create instructional materials, and coordinate with other departments when advanced assistance is required. The ideal candidate communicates clearly, takes ownership of assigned work, remains calm while troubleshooting, and can explain technical information to users with different levels of experience.

Schedule:

This is a full-time, in-office position. Candidates must be available to work the following assigned shift:

• 10:00 a.

m.- 6:00 p.m. Occasional overtime, onsite customer support, and company-related travel may be required based on business needs.

Key Responsibilities:

Customer and Technical Support:

• Provide responsive and professional customer support by phone, email, service ticket, and remote support sessions.
• Troubleshoot software, hardware, accounts, connectivity, configuration, printing, and security-related issues.
• Support Access411 software, Windows computers, ID card printers, scanners, mobile devices, and other approved peripheral equipment.
• Ask effective diagnostic questions and gather the information necessary to identify the cause of an issue.
• Clearly explain technical information to customers with different levels of technical experience.
• Train customers on the proper use of Access411 software, hardware, and related services.
• Provide approved instructional materials and best practice guidance.
• Maintain communication with customers throughout the troubleshooting and resolution process.
• Escalate unresolved or advanced issues to the appropriate technical, development, account, or management resource.

Service Orders and Documentation:

• Create a service order or support ticket for all customer-related work.
• Take ownership of assigned service orders from initial contact through resolution or proper escalation.
• Accurately document customer information, points of contact, troubleshooting steps, remote sessions, actions taken, and final resolutions.
• Maintain accurate ticket statuses, priorities, categories, notes, and follow-up dates.
• Complete customer follow-ups and close service orders promptly after confirming that the issue has been resolved.
• Produce timely and detailed service reports when requested.
• Meet established expectations for response times, documentation, follow-up, and service quality.
• Identify recurring issues and customer trends that may require additional training, documentation, or product improvements.

Training and Customer Education:

• Provide individual and group training on Access411 software and integrated hardware solutions.
• Adjust training methods based on the audience's technical knowledge and operational needs.
• Create, review, and update clear, user-friendly instructional materials.
• Help customers adopt best practices that improve product use and day-to-day operations.
• Participate in product demonstrations, internal training sessions, and customer-focused initiatives.

Communication and Collaboration:

• Build positive working relationships with customers, coworkers, and partner departments.
• Maintain clear communication with the Customer Care Team, Account Leaders, Project Leaders, Development, DevOps, and management.
• Communicate outages, recurring problems, urgent escalations, and other customer-impacting issues promptly.
• Collaborate with teammates to ensure efficient resolution and consistent communication.
• Share useful troubleshooting information and contribute to the internal knowledge base.
• Support internal projects and departmental priorities during periods of lower call volume.

Security and Data Protection:

• Follow company procedures for customer verification, password security, remote access, and handling sensitive information.
• Protect confidential customer, student, staff, and company information.
• Use only company-approved systems, applications, and remote-support tools.
• Immediately report suspected security incidents, unauthorized access, phishing attempts, or potential data exposure.
• Maintain accurate and professional written records in all company systems.

Required Qualifications:

• High school diploma or equivalent.
• Excellent written and verbal communication skills.
• Strong customer service, problem-solving, and organizational abilities.
• Ability to communicate technical information clearly and professionally.
• Ability to manage multiple service requests and changing priorities.
• Willingness to learn proprietary software, hardware, and support procedures.
• Valid driver's license with a clean driving record.
• Ability to lift, carry, and transport equipment weighing up to 55 pounds.
• Ability to work an assigned shift and remain available throughout established Help Desk hours.
• Ability to work in person at our York, Pennsylvania office.

Preferred Qualifications:

• Associate or bachelor's degree, technical certification, or equivalent professional experience.
• Previous experience in technical support, customer service, help desk, or software training.
• Familiarity with Microsoft 365, Windows, Android, and iOS.
• Experience supporting computers, printers, scanners, mobile devices, or related hardware.
• Experience using ticketing, customer relationship management, and remote support platforms. (Tiger Paw, LogMeIn.
• CompTIA A+ certification or a comparable technical background.
• Experience supporting schools, government organizations, or other professional environments.
• Experience creating technical documentation or conducting end-user training.

Professional Expectations:

• Maintain dependable attendance and punctuality.
• Remain responsive and available throughout the assigned shift.
• Manage time effectively and prioritize work based on urgency and customer impact.
• Demonstrate initiative, accountability, professionalism, and a willingness to accept feedback.
• Stay current with Access411 products, technical updates, service procedures, and supported technologies.
• Participate in ongoing professional development and technical training.
• Dress in business-casual attire while working in the office.
• Wear an approved company shirt and employee identification badge during customer visits or company-related travel.
• Complete special projects and other reasonable duties assigned by the Director of Customer Care or company management.

How Performance Is Evaluated:

Performance may be evaluated in the following areas:

• Customer satisfaction and professionalism
• First-contact resolution
• Ticket response and resolution times
• Accuracy and completeness of service documentation
• Follow-up and ticket-closure performance
• Attendance and punctuality
• Call and Help Desk availability
• Technical knowledge and troubleshooting ability
• Communication and teamwork
• Compliance with security procedures and company policies
• Initiative, continued learning, and contribution to departmental goals

Benefits:

• Paid company holidays
• Ten PTO days, with one additional PTO day earned per year of service, up to a maximum of 20 days
• Dental insurance
• 401(k) retirement plan
• On-the-job training
• Ongoing professional development
• Performance bonus opportunities If you are passionate about technology, education, and customer service and want your work to contribute to safer and more effective school environments, we encourage you to apply.

Pay:

$38,000.00 per year

Benefits:

401(k) Dental insurance Paid time off

Language:

English (Required)

Location:

York, PA 17408 (Preferred)

Work Location:

In person