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Technical Support Specialist (US)

TagMaster

Job Summary:

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.

Expectations:

  • 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

Responsibilities:

  • 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

Qualifications:

  • 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.

Additional Requirements:

  • 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.
  • Must be able to lift 50lbs.

Terms:

  • Salary Position, Commensurate with Experience
  • Bonus based on company and individual performance
  • Medical, Vision, Dental Insurance
  • Paid Vacation/Sick
  • Job Type: Full-time
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