Technical Support Specialist

Company Overview AVTECH Software, Inc. is a leading innovator in proactive environment monitoring solutions for critical facilities and assets worldwide. Our Room Alert products are trusted across over 180 countries, serving a diverse range of industries including government, military, healthcare, and technology sectors. With a commitment to making environment monitoring simple and reliable, AVTECH empowers organizations to prevent costly incidents before they happen. Overview

IN-PERSON POSITION

Summary The Technical Support Specialist delivers exceptional customer support for hardware, firmware, software, and network-connected products through phone, email, ticketing systems, and live chat. This role is responsible for troubleshooting technical issues, improving customer satisfaction, documenting solutions, and collaborating cross-functionally to drive product quality and operational excellence. The ideal candidate combines strong technical troubleshooting abilities with excellent communication skills, customer empathy, analytical thinking, and a continuous improvement mindset. Key Responsibilities Customer Support & Troubleshooting Provide friendly, timely technical support via phone, email, chat, and remote tools Troubleshoot hardware, software, networking, firmware, and connectivity issues Escalate complex issues while maintaining customer communication and ownership Deliver a positive customer experience that builds trust and long-term relationships Technical Problem Solving Investigate recurring issues and help identify root causes Document troubleshooting steps, resolutions, and customer interactions clearly Assist with product testing, validation, and issue reproduction when needed Perform simple hardware repair and refurbishment procedures following structured company guidelines and quality standards Contribute ideas to improve support processes and customer experience Knowledge Base & Team Collaboration Create and maintain knowledge base articles, FAQs, and troubleshooting guides Collaborate with Engineering, Product and Business operations teams. Support RMA, replacement, and follow-up processes when required Share customer feedback and trends to help improve products and services KPI's / Metrics Performance is measured by quality, consistency, customer experience, and teamwork — not just ticket volume. Customer Experience High customer satisfaction (CSAT) Professional, empathetic communication Positive customer feedback and retention Support Effectiveness Timely first responses and issue resolution Strong troubleshooting and root-cause analysis Accurate ticket documentation and follow-up Effective escalation handling Knowledge & Growth Contributions to documentation and knowledge base improvements Continuous learning and technical development Ability to adapt to new technologies and products Team Collaboration Reliable communication with internal teams Participation in process and product improvement initiatives Dependability, accountability, and teamwork Qualifications Education & Experience Associate degree, technical certifications, related experience, or equivalent practical experience preferred Bachelor's degree is a plus, but not required Entry-level candidates with strong technical aptitude, customer service skills, and willingness to learn are encouraged to apply Technical Skills Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs) Familiarity with computers, operating systems, hardware, and troubleshooting Basic hardware repair knowledge is a plus Experience with ticketing systems or CRM platforms is a plus Interest in IoT, monitoring, networking, or SaaS technologies preferred Communication & Professional Skills Strong written and verbal communication skills Ability to explain technical concepts clearly to non-technical users Strong problem-solving and organizational skills Ability to work independently and collaboratively in a fast-paced environment Preferred Qualifications Experience creating technical documentation, tutorials, or instructional materials Bilingual skills, especially Spanish, are a plus Previous customer service or technical support experience preferred but not required Work Environment Primarily in-office work environment Occasional hybrid or remote work based on business needs Occasional shift schedule adjustments of up to 1-2 hours earlier or later may be required based on operational and support coverage needs Ability to work extensively on computers, communication systems, and technical equipment throughout the workday Other Information

• This description contains general information about the position. It is not an all-inclusive listing of work requirements.
• This is not a contract. Internship job duties and job descriptions may be modified at AVTECH's discretion.
• Employment at AVTECH is at-will.
• AVTECH is an Equal Opportunity Employer.

Pay:

$22.00 - $25.00 per hour

Benefits:

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

Work Location:

In person