Technical Product Support Specialist

Job Description

Job Description

Description :

The Technical Product Support Representative provides world-class technical support across the Synapse ITS product platform. This includes answering customer inquiries, guiding them through troubleshooting steps, and resolving issues using ticketing, CRM, ERP, and related systems. The role is also responsible for processing warranty and non-warranty RMA claims to ensure customer satisfaction. Representatives are expected to maintain a strong technical understanding of products throughout their lifecycle—from development and pre-sales support through field use, ongoing support, and end-of-life. This encompasses knowledge of how products are designed, manufactured, tested, deployed, diagnosed, serviced, and recycled.

Essential Job Functions

• Conduct technical support, primarily via telephone and email, directly with customers to diagnose and resolve product and installation issues.
• Work closely with the engineering and marketing teams to develop content for training tools, manuals, knowledge portals and technical bulletins.
• Use a ticketing system to open, track and close customer issues.
• Provide necessary reports and feedback to product marketing and engineering to develop requirements and requests for product modifications that are frequently requested by customers and either fix issues or enhance the ease-of-use or functionality of the product(s).
• Demonstrate proficiency in MS Office, HubSpot CRM, and other internal software systems for generating reports, maintaining records, and communicating internally.
• Using the ERP software system, the Technical Support Representative will Preparing Return Merchandise Authorization (RMA) sales orders and work with RMA repair team to ensure reworked or new RMA orders go out to the customer in a timely manner.
• Occasional travel to job sites or other corporate facilities for training may be required.
• Establish and maintain working relationships with industry technical and distribution representatives
• Train internal personnel, distributors, and customers on company products and positioning with respect to our competition.
• Provide back-up coverage for other Technical Support Specialists.

Requirements :

The requirements listed below are representative of the knowledge, skill, and / or ability required.

Education : High school diploma or GED mandatory, bachelor's degree is highly preferred.

Skills :

Experience :