Technical Support Specialist II

tapco

Technical Support Specialist II providing service support for TAPCO software systems. Troubleshooting and maintaining systems while ensuring customer satisfaction through effective service.

Posted 6/23/2026full-time🇺🇸 United StatesJuniorMid-Level💰 $26 - $29 per hourWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Ensure customer satisfaction by delivering outstanding service support and resolving a wide variety of customer requests in a timely manner, with an emphasis on building customer loyalty and profitability.
Resolve customer issues with minimal supervision through phone-based assistance, remote support tools, and appropriate escalation when necessary.
Troubleshoot and repair equipment, including diagnosing electronic failures, with minimal supervision.
Monitor, prioritize, and follow up on all open service cases until resolution and closure.
Maintain accurate service case records using ERP service software.
Create and maintain ERP knowledge articles covering system operations, troubleshooting procedures, firmware/hardware updates, and other support-related information.
Support the Field Service team with system calibrations and configurations of IWS systems through remote access.
Collaborate with Sales, Technical Support Group (TSG), and Project Managers to resolve customer concerns and technical issues.
Communicate effectively with multiple stakeholders while managing priorities and meeting deadlines.
Establish and maintain positive working relationships with employees, contractors, vendors, and customers.
Participate in ongoing company-wide continuous improvement initiatives.
Safely operate related tools, equipment, computer systems, and software.
Travel overnight for both in-state and out-of-state work and training assignments up to 15% of the time.
Participate in a 24/7 on-call rotation and provide occasional after-hours support as business needs require.
Performs other related work as required

Requirements

What you’ll need

Demonstrated ability to provide exceptional customer service in a high-stress, high-volume environment while working with a sense of urgency and minimal supervision.
Strong interpersonal skills with a positive, professional, respectful, and customer-focused approach.
Excellent verbal and written communication skills in English.
Ability to communicate effectively with customers, employees, and cross-functional teams throughout the organization.
Ability to manage multiple priorities and collaborate with various groups to meet deadlines.
Ability to work outside regularly scheduled hours to meet operational needs and respond to after-hours emergency calls as required.
Knowledge of TAPCO hardware and software configuration, integration, operation, and troubleshooting.
Proficiency in Microsoft Windows operating systems and the Microsoft Office Suite, including Excel.
Strong computer skills, including software installation, file transfers, remote support tools, and general PC troubleshooting.
Basic understanding of IP networking concepts, including routers, switches, and related network components.
Working knowledge of electronic, electromechanical, and electrical power principles, including testing and troubleshooting DC and AC circuits.
Ability to read, analyze, and interpret technical documents, schematics, manuals, and business communications.
Ability to interpret and follow instructions provided in written, oral, diagrammatic, or schedule form.
Ability to safely operate vehicles, tools, and equipment required for the position.
Ability to work at heights, including working from ladders and operating a bucket truck.
Possess and maintain a valid driver's license and satisfactory driving record.
Minimum of 2 years of experience integrating hardware with TAPCO software platforms.
Minimum of 2 years of industry experience in field service, equipment support, and troubleshooting.
Minimum of 2 years of direct customer service experience

Benefits

Comp & perks

10 Paid Holidays
Paid Vacation and Personal Time (starting day one)
Four Weeks of Paid Parental Leave with no waiting period
401K Plan with Employer Match (fully vested on day one)
Company-Funded Short-Term Disability
Health, Vision, and Dental insurance
Quarterly Company Events and Lunches
Have a say in TAPCO Happenings by joining the Fun or Safety Committee

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

TAPCO hardware configurationTAPCO software integrationMicrosoft WindowsMicrosoft Office SuiteExcelIP networking conceptselectronic troubleshootingelectromechanical principlesAC circuits troubleshootingDC circuits troubleshooting

Soft Skills

customer serviceinterpersonal skillscommunication skillscollaborationtime managementproblem-solvingadaptabilityattention to detailprofessionalismpositive attitude

Certifications

valid driver's license