What are the responsibilities and job description for the Technical Support Specialist position at Iris ID Systems Inc?
About the Company
Iris ID Systems, Inc., a global leader in iris recognition technology, has been at the forefront of biometric innovation since 1997. Our flagship IrisAccess™ platform authenticates the identities of more than 500 million individuals worldwide, making us the most widely deployed iris recognition solution. Learn more at www.IrisID.com.
Job Description and Opportunity
Iris ID Systems is seeking a highly detail-oriented Technical Support Specialist to join our Technical Support Group. This role is ideal for an early-career professional who thrives on ownership, process rigor, and follow-through. You will primarily manage RMA (hardware return and replacement) processes while developing expertise in software troubleshooting and general technical support.
This role is based in Cranbury, NJ.
Key Responsibilities
- Own and manage RMA cases end-to-end, from initiation through closure
- Ensure clear, timely, and professional communication with customers throughout the RMA lifecycle.
- Document all RMA activities, testing results, and resolutions with precision.
- Support internal teams with QA, testing, and tracking of hardware and software issues.
- Assist with software-related technical support and troubleshooting as experience grows.
- Identify process gaps and suggest improvements to increase efficiency and clarity
- Collaborate closely with cross-functional teams (engineering, logistics, and sales).
Qualifications
- 1–3 years of experience in a role involving operations, support, QA, hardware handling, or technical coordination.
- Demonstrated ability to own tasks end-to-end and follow issues through to resolution independently.
- Exceptional attention to detail and comfort working with tracking systems and documentation.
- Excellent written and verbal communication; must be customer-service oriented.
- Ability to manage multiple priorities without losing accuracy.
- Exposure to or interest in learning one or more of the following is a plus: Computer networks or endpoint devices; hardware testing or troubleshooting; APIs, SDKs, or software support environments.
- Proficiency with documentation, tracking systems and data analysis (e.g., Salesforce, Excel, M365 Lists).
- Must be able to work on-site in Cranbury, NJ.
- Fluency in another language is a plus.
Who You are
- A proactive and detail-driven problem solver who thrives on organization and process improvement.
- You don’t wait for direction: you take initiative, follow through, and consistently look for better ways to get things done.
- You’re in the earlier stages of your career but motivated to excel, take ownership, and grow into a key contributor with long-term potential.