TagMaster NA is a proven leader and solution provider for vehicle identification systems, access control hardware and software products. Our success is fueled by our dedication to both team and customer success and innovative attitude.
TagMaster NA is seeking an experienced Technical Support professional with the ability to provide remote assistance and troubleshooting via phone, email, video-calls.
Experience and knowledge of RFID (Radio Frequency Identification), security, access control, and Identification solutions is a plus. This is a full-time position with excellent benefits and available immediately. This position reports to the Director of Technical Services and is for support on the TagMaster NA’s products and services deployed on the access control and security industries, and requires knowledge and understanding of binary, Linux command, and interfaces such as Ethernet, Wiegand, and serial.
To become an expert in the use and configuration of TagMaster products
Handles and resolves customer calls and emails
Follows up on new installations, Demo and Loaner units, and technical support calls
Represents TagMaster NA and its products in a professional manner
Qualifies customer bug reports and produces repeatable cases
Interacts with developers to ensure problem resolution
Deliver on-site installations
Test new releases and perform light IT tasks
Provide technical support at trade shows as requested by Sales and Marketing staff
Educates customers on products, installation, and pertinent technical information
Maintains relationships with technicians and installers
Log customer issues into CRM system and track resolution
Wires readers, makes cables
Contacts customers for shipping information and support issues
Processes orders and ships products
Receives products and inventory
And other miscellaneous tasks
A minimum of two years’ experience in technology service and product support (hardware and software)
BA/BS degree in technical subject (or an equivalent combination of education, certification, training and/or experience with access control and/or Parking Access)
Must have strong organizational skills and pay close attention to details
Dynamic problem-solving skills and the ability to multi-task and quickly engage in situations, assess alternative courses of action, anticipate issues, and implement programs and tactics to drive effective change
Excellent verbal and written communication skills for phone and e-mail support as well as working as part of a team
Experience with operation and connectivity of networking devices (i.e., hubs/routers/modems/switches)
Knowledge of RFID and License Plate Recognition systems is a plus.
Competency in Microsoft applications including Word, Excel, and Outlook.
Flexibility: Be adaptable, open-minded, and unbothered by change and a dynamic environment while being able to see the big picture.
Must be legally eligible to work in the USA
Travel and fieldwork may be required.
Must be able to use public transportation for business travel (common carrier)
Must be available to work at the TagMaster North America office located in Tacoma, Washington
Candidates must present themselves professionally, both in appearance and verbally
Must be able to understand instructions given in English, both written and verbal.