Hikinex

Compensation

Full Description

About the Role We're looking for a skilled and customer-focused Technical Support Specialist to provide remote assistance to customers and field service technicians. This role combines hands-on troubleshooting with exceptional communication skills to resolve issues involving electrical, electronic, and mechanical systems. This position is a desk position. What You'll Do • Deliver prompt and effective support via phone, text, email, and video to diagnose and resolve product issues. • Guide customers through programming, setup, and troubleshooting in a patient, professional manner. • Assist field service technicians with real-time technical support during installations. • Use schematics, manuals, and CAD drawings to identify and correct electrical or mechanical problems. • Accurately document all support activities in the service database to track issues and recurring trends. • Investigate root causes, identify potential defects, and provide feedback to engineering and manufacturing teams. • Help develop technical bulletins, service updates, and training materials for internal and external use. What We're Looking For • roven experience providing technical support on electrical or mechanical equipment. • Strong communication and customer service skills - especially when guiding users through complex issues. • Proficiency in MS Office; experience with CRM, ERP, or service database systems a plus. • Ability to work independently and stay calm under pressure during high call volumes. • Background as a sound technician, electrician, or field service tech is a strong plus. • Self-starter who enjoys solving problems and improving customer experience. Company Description We are a firm focused in the STEM Talent Arena; Science, Technology, Engineering and Math. We build and have long term relationships with our clients and represent our clients transparently. We pride ourselves in understanding a candidate's skill set, and the culture and work environment that is a best fit for both the candidate and the client.