Technical Support Specialist

Job Title: Technical Support Specialist

Job Description

This Technical Support Specialist position focuses on delivering high-quality technical assistance and exceptional customer service to users of precision industrial equipment. You will handle inbound customer calls, troubleshoot complex technical issues, coordinate with field technicians when on-site support is required, and ensure that every interaction contributes to a positive and efficient customer experience. This is a contract-to-hire opportunity with standard daytime hours and occasional overtime, ideal for a technically strong, customer-focused professional who enjoys problem-solving and working in a collaborative support environment.

Responsibilities

• Provide superior technical support and customer service to end users and service partners via inbound phone calls.
• Handle an average of approximately 20 customer calls per day with the goal of increasing to the upper 30s or 40s, ensuring each interaction is professional, efficient, and customer-focused.
• Troubleshoot technical issues over the phone, using your understanding of electronics, diagrams, and diagnostic tools to identify root causes and guide customers through solutions.
• Escalate issues to a dispatch center and coordinate with field technicians when problems cannot be resolved remotely, ensuring timely on-site support.
• Maintain accurate and detailed service call records, including problem descriptions, troubleshooting steps, resolutions, and any follow-up actions required.
• Resolve assigned technical support calls in a timely manner while consistently updating and documenting service call information.
• Collect enhanced data from customer interactions as needed to support continuous quality improvement and product reliability.
• Conduct scheduled follow-up calls with customers and technicians to verify issue resolution and maintain high levels of customer satisfaction.
• Identify, prioritize, and escalate critical or high-impact issues according to established procedures.
• Participate in periodic reporting of recurring problems, issues, and concerns related to products and systems to help drive product and service improvements.
• Support sales efforts by following established procedures and policies that ensure a positive and consistent experience for all customers.
• Serve as a member of a Technical Account Ownership team, providing superior service value and proactive support to key customers.
• Collaborate with colleagues to develop, refine, and maintain technical and process documentation as needed.
• Perform additional assignments and special projects as directed, contributing to broader service and operational objectives.
• Work closely with a team of fellow Technical Support Specialists, actively assisting team members, sharing knowledge, and contributing to a collaborative, high-performance support environment.
• Demonstrate a proactive, go-getter mentality by taking ownership of issues, minimizing call queues, and striving to resolve as many customer problems as possible.

Essential Skills

• 3-5 years of technical background or experience in a related field.
• Experience in technical support, field service, or technician roles with a strong focus on in-depth troubleshooting.
• Associate's or Bachelor's degree.
• Strong understanding of electronics, including the ability to interpret flow charts, electronic book diagrams, and block diagrams.
• Hands-on experience using voltmeters and other diagnostic tools relevant to industrial equipment.
• Proven ability to troubleshoot complex technical issues over the phone and guide customers through step-by-step solutions.
• Solid customer service skills with a strong customer-centric mindset and the ability to communicate clearly with customers across different regions.
• Comfort working on the phone for the majority of the day and managing a steady volume of inbound calls.
• Basic PC proficiency, including the ability to navigate software tools and, when necessary, remotely access a customer's computer to provide guidance.
• Strong documentation skills with the ability to accurately record service calls, troubleshooting steps, and resolutions.
• Ability to identify and escalate priority issues appropriately and in a timely manner.
• Demonstrated go-getter mentality, taking initiative to assist customers and teammates and actively reducing call queues.

Additional Skills & Qualifications

• Bilingual ability in Spanish is highly desirable.
• Previous experience working with kitchen appliances, industrial equipment, or large mechanical/electronic systems.
• Military background is considered a plus.
• Experience repairing appliances or performing field technician work combined with direct customer interaction.
• Strong teamwork orientation, with a willingness to support and collaborate with a group of fellow Technical Support Specialists.
• Passion for troubleshooting and problem-solving, with a commitment to doing everything possible to resolve customer issues effectively.
• Ability to remain patient, professional, and composed while handling complex or challenging customer situations.

Work Environment

This role supports a leading global manufacturer of precision paint dispensing and mixing equipment used in the architectural coatings industry. You will work primarily in an office-based or contact center environment, handling inbound calls and using computer-based tools to document and resolve technical issues. Standard work hours during the contract-to-hire period are typically 8:00 a.m. to 4:00 p.m. or 9:00 a.m. to 5:00 p.m., with the expectation of occasional overtime based on business needs. The position involves close collaboration with a team of approximately seven other Technical Support Specialists, as well as regular interaction with field technicians and other internal departments. You will work with technologies such as proprietary dispensing systems that use advanced DVX technology, along with standard diagnostic equipment like voltmeters and related tools. The environment emphasizes high-quality customer care, precision, and reliability, and offers a culture that recognizes employees through initiatives such as annual appreciation gifts and special events like Thanksgiving dinner giveaways. Dress expectations are consistent with a professional office setting.

Job Type & Location

This is a Contract position based out of WHEELING, IL.

Pay and Benefits

The pay range for this position is $28.00 - $31.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in WHEELING,IL.

Application Deadline

This position is anticipated to close on Jun 23, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.