What are the responsibilities and job description for the Technical Support Specialist II position at TAPCO (Traffic and Parking Control Co., LLC)?
JOB REQUIREMENTS: If you are looking to be part of a company focused on
making our roads and communities safer, apply to join our team of
talented individuals today! What TAPCO has to offer you: 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 What you will accomplish as a Technical Support Specialist II
at TAPCO: This role primarily relates to the support of the product and
software management systems TAPCO (Traffic & Parking Control) provides.
The duties involve interaction with a wide variety of established
customer accounts, vendors, co-workers from all areas of the company and
the general public. The Tier II Technical Support Specialist has the
technical skills to troubleshoot, service and perform maintenance on a
variety of solar powered and AC-powered systems. They will possess
strong problem-solving skills, including diagnosis of electrical,
mechanical, wireless, and computer systems. The Tier II Technical
Support Specialist will support customers and the IWS Field Service team
in remote setup or troubleshooting. This position will operate in the
office and up to 15% in the field, with overnight travel throughout the
United States. This position reports to the Technical Support Manager.
Essential Duties and Responsibilities: 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\... For full info follow application link. Equal Opportunity
Employer of Minorities, Females, Protected Veterans, and Individual with
Disabilities \*\*\*\*\* APPLICATION INSTRUCTIONS: Apply Online:
ipc.us/t/FC2056C7115E4C7D
making our roads and communities safer, apply to join our team of
talented individuals today! What TAPCO has to offer you: 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 What you will accomplish as a Technical Support Specialist II
at TAPCO: This role primarily relates to the support of the product and
software management systems TAPCO (Traffic & Parking Control) provides.
The duties involve interaction with a wide variety of established
customer accounts, vendors, co-workers from all areas of the company and
the general public. The Tier II Technical Support Specialist has the
technical skills to troubleshoot, service and perform maintenance on a
variety of solar powered and AC-powered systems. They will possess
strong problem-solving skills, including diagnosis of electrical,
mechanical, wireless, and computer systems. The Tier II Technical
Support Specialist will support customers and the IWS Field Service team
in remote setup or troubleshooting. This position will operate in the
office and up to 15% in the field, with overnight travel throughout the
United States. This position reports to the Technical Support Manager.
Essential Duties and Responsibilities: 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\... For full info follow application link. Equal Opportunity
Employer of Minorities, Females, Protected Veterans, and Individual with
Disabilities \*\*\*\*\* APPLICATION INSTRUCTIONS: Apply Online:
ipc.us/t/FC2056C7115E4C7D