Technical Service Representative
Location: Fort Wayne, Indiana (Onsite)Employment Type: Full-TimeJob Type: Job
We’re looking for a Technical Service Representative to join our team. In this role, you’ll be the front line of support for our customers, helping them resolve technical issues and get the most out of our products and services.
What you’ll do:- Respond to customer inquiries via phone, email, and chat, diagnosing and resolving technical issues in a timely manner- Document customer interactions, troubleshooting steps, and resolutions accurately in our CRM system- Escalate complex issues to senior technical staff when necessary, and follow up to ensure resolution- Collaborate with internal teams — product, engineering, and sales — to relay customer feedback and identify recurring problems- Guide customers through setup, configuration, and basic use of products- Meet or exceed individual and team service metrics including response time and customer satisfaction scores
Requirements:- Associate’s or Bachelor’s degree in a technical or business-related field, or equivalent work experience- Strong communication skills, both written and verbal- Ability to diagnose and troubleshoot technical problems methodically- Comfortable working in a fast-paced environment and managing multiple cases simultaneously- Customer-first mindset with patience and a clear communication style
Nice to have:- Experience with CRM or ticketing platforms (Salesforce, Zendesk, or similar)- Prior customer-facing technical support experience- Familiarity with networking basics or hardware/software environments
What we offer:- Competitive compensation- Health, dental, and vision benefits- Paid time off and holidays- Opportunities for professional development and advancement within a growing technical team
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