About this position
About Acclaro Corporation
Acclaro Corporation is seeking a motivated and technically capable Tech Support Specialist to support customer service operations from our headquarters. This on-site role provides first-line technical support to customers, diagnosing issues, resolving basic service needs, and determining when escalating to a Field Service Engineer is required. Reporting to the Field Service Manager, the Tech Support Specialist plays a critical role in improving response time, customer satisfaction, and service efficiency.
Responsibilities
- Serve as the primary point of contact for incoming tech support-related phone calls and emails.
- Provide remote technical support and troubleshooting for laser systems, sub-systems, and related components.
- Diagnose basic equipment issues and resolve them without the need for onsite field service when possible.
- Determine when escalation to a Field Service Engineer is required and coordinate with service dispatcher as needed.
- Document all customer interactions, troubleshooting steps, and resolutions in the service management system.
- Maintain accurate and complete service records.
- Support customers with basic operational questions, system setup guidance, and preventative maintenance instructions.
- Assist the Field Service Manager by triaging service requests and prioritizing incoming issues.
- Collaborate with Field Service Engineers to ensure continuity of support and effective handoff of cases.
- Communicate clearly and professionally with customers, maintaining a high standard of customer service.
- Contribute to the development and maintenance of technical support documentation, FAQs, and troubleshooting guides.
- Identify recurring issues and communicate trends to the Field Service Manager and service team.
- Adhere to all company safety policies, service procedures, and documentation standards.
- Maintain company tools, software, and testing equipment used for support and diagnostics.
- Complete additional tasks and projects assigned by management.
Requirements
- Bachelor’s degree in Electronics, Laser Technology, Engineering, or equivalent technical experience.
- 3-5 years of technical support, service, or customer-facing technical role preferred.
- Comfortable handling high volumes of phone and email-based technical support.
- Strong verbal and written communication skills with a customer-focused mindset.
- Ability to prioritize and manage multiple support cases simultaneously.
- Familiarity with computers and software tools including Word, Excel, and CRM/service platforms (Salesforce preferred).
- Ability to work independently while collaborating effectively with a service team.
- Medical devices or regulated industry experience a plus.