Technical Support Specialist

About PDQ

Position Summary

Essential Functions

• Assisting customers with their questions or concerns via different platforms of communication — including general order questions, missing order information, troubleshooting, replacement hardware, or general complaints or concerns
• When needed, using PDQ's physical inventory, manufacturing team, or PDQ's employee knowledge base to help with questions or to help in the decision-making process
• Evaluating RMAs and helping determine whether returned products are defective
• When needed, assisting Customer Service with technical questions they might receive directly from the customer via email or telephone
• Monitoring ticketing systems and online messaging systems for new requests from customers
• Investigating, composing, and taking RMAs to completion, including tracking returns
• Providing customers with additional information on a case-by-case basis (e.g., product pictures, literature, pricing, etc.)
• Troubleshooting technical issues related to firmware, mobile app, or hardware for Spirit or OEM customers

Qualifications

• Familiarity and understanding of mechanical principles/concepts and general construction knowledge, including hardware
• Working knowledge of electrical and electronic hardware, including low-voltage wiring, power supplies, and basic diagnostic tools (e.g., multimeters)
• Experience with Android and iOS applications related to door hardware, including app-to-device pairing and connectivity troubleshooting
• Familiarity with wireless connectivity protocols used in smart locks (Bluetooth Low Energy, Wi-Fi, Zigbee/Z-Wave) and the ability to diagnose connectivity or pairing failures
• Ability to interpret firmware version issues, update failures, and error codes/logs from lock hardware or companion apps
• Comfort reading technical specs, wiring diagrams, or integration documentation to troubleshoot OEM partner hardware
• Experience working within ticketing/CRM systems to document technical cases and manage RMA evaluations
• Strong organizational skills
• Good attention to detail with good judgement
• Must be able to multitask and maintain a professional demeanor in potentially stressful situations
• Self-motivated while working independently on most tasks
• Must be a team player
• Eagerness to continue learning

Work Environment

• Schedule: Monday–Friday, 8:00 AM – 4:30 PM (subject to change based on business needs)
• Frequent sitting for extended periods of time
• Noise level is typically low to moderate, consistent with a standard office environment
• Frequent use of hands for typing, writing, and operating standard office equipment (phone, keyboard, mouse)
• Ability to communicate clearly (talk/hear) in person and by phone
• Occasional bending, stooping, reaching, or kneeling to access files or supplies
• Occasional need to enter plant floor areas which require proper PPE
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential function

Benefits

• 401(k) with company match
• Medical insurance
• Dental insurance
• Vision insurance
• Health Savings Account (HSA)
• Company-paid life insurance and short-term disability (STD)
• Paid time off (PTO) with accrual
• Paid holidays

Equal Employment Opportunity & Compliance Statement