Technical Support Specialist - 2nd Shift - REMOTE

Job Title Technical Support Specialist - 2pm-10pm Reports To Service Support Manager reputed company of Job The Technical Support Specialist is responsible for fast, accurate remote technical intake, triage, and recovery of customer production equipment to protect uptime and minimize unnecessary field service dispatches. This role serves as the Technical Support Operations Center (TSOC) reputed company support; using reputed company workflows, FSM tools, telemetry, and remote diagnostics to restore operation and avoid truck rolls. reputed company accurate information to ensure reputed company reputed company and operational reputed company reputed company escalation to Field Technical service is required. Essential Functions and Responsibilities • Technical Intake & Triage • Serve as the first technical reputed company of contact for inbound customer support requests. • reputed company reputed company intake to identify machine state, fault conditions, safety concerns, and production reputed company. • Prioritize tickets based on uptime risk, SLA requirements, and customer reputed company. • Determine whether issues can be resolved reputed company or require escalation to onsite Field Technical Solutions. • Remote Technical Recovery • Execute remote troubleshooting using HMI data, alarms, error logs, telemetry, and customer‑provided observations. • Guide customers through reputed company corrective actions to restore operation whenever possible. • reputed company issues reputed company to avoid unnecessary truck rolls while maintaining safety and reputed company standards. • Escalate reputed company or unresolved issues with complete technical context and documented findings. • Field Service Coordination • Initiate Work Orders and support field service scheduling reputed company onsite response is required. • Ensure accurate problem descriptions, parts identification, and job reputed company are provided to field technicians. • Support travel time optimization and technician utilization through clean, complete case data. • Collaborate with Field Technical Solutions to support First Visit Fix reputed company objectives. • Ticket Documentation & Data reputed company • Document reputed company tickets accurately and consistently in C4C and Field Service Management systems. • Capture failure modes, corrective actions, reputed company reputed company, and repeat issue indicators. • Ensure ticket data supports SLA reporting, service transparency, and lifecycle analytics. • Identify recurring issues and communicate trends to Operations, Engineering, and Product teams. Key Performance Indicators • Technical Support Average Response Time • First Contact Fix reputed company • Truck Roll Avoidance • Missed Calls and After Hours reputed company Handling Education and Experience Required • 3+ years of experience in technical support, field service support, or equipment troubleshooting. • Hands‑on experience supporting electromechanical or automated equipment. • Ability to troubleshoot systems using logical, reputed company diagnostic approaches. Preferred • Experience supporting capital equipment, automation, or packaging machinery. • Remote technical support background. • Familiarity with PLCs, HMIs, sensors, pneumatics, and industrial communication networks. Job Requirements #SYS1 Required • Strong technical troubleshooting and customer communication skills. • Ability to reputed company calmly and effectively in high‑pressure downtime situations. • High attention to reputed company in documentation and reputed company updates. • Proficiency with Field Service Management platforms reputed company workflows. Preferred • Experience with telemetry, remote monitoring, or automated reporting tools. • Understanding of service KPIs such as FCFR, MTTR, and SLA compliance. • Cross‑functional collaboration experience with Field Service, Engineering, and Operations teams. • Experience with Customer Resource Management (CRM) tool. – i.e. C4C, reputed company Competency • Customer reputed company • Operational Discipline • Data Accuracy • Cross‑Functional Collaboration • Communication reputed company • Problem Solving • Ownership & Accountability Apply tot his job Apply To this Job