Technical Support Specialist

Job DetailsJob Location: ATLANTA, GA 30324Position Type: Full TimeEducation Level: High SchoolSalary Range: $21.00 - $22.00 HourlyTravel Percentage: NoneApply today to join Coreforce, where your Technical Support expertise makes a real impact.    Join Our Team as a Technical Support Specialist      Company: Coreforce  Location: Atlanta, GA (Onsite)  Job Type: Full-time  Salary: Based on Experience    Company Overview:  Coreforce is an innovative technology company providing public safety organizations a comprehensive technology suite from dispatch to the courtroom. Coreforce delivers integrated technology designed to support public safety entities, regardless of organizational size.  Our products - body cameras, in-car videos, mobile routers, and digital evidence systems- help public safety officers and first responders save lives, strengthen community trust, and enhance accountability.   Technical Support Specialist - Build Your Career with Purpose  Join Coreforce and use your technical skills to support innovative technology that strengthens communities.    Why You’ll Love Working Here:  Flexible hybrid schedule.  Free chef-inspired lunch Monday–Thursday.  15 PTO days + floating holiday.  Competitive benefits: medical, dental, vision, 401(k). We provide 401(k) matching per the terms of the 401(k) plan.     Annual bonus.  Tuition reimbursement.  Career growth in a fast-growing, mission-driven company.  Collaborative, purpose-driven culture.    Responsibilities:  Serve as the first point of contact for clients seeking technical support, delivering excellent customer service through professional, clear, and empathetic communication.  Resolve Tier 1 support issues via phone, chat, email, and remote desktop tools, using internal knowledge bases and standard operating procedures.  Troubleshoot and resolve issues related to Coreforce applications and hardware, including Polaris,  Rocket, EOS devices and accessories.  Perform basic network and connectivity troubleshooting (LAN/WAN/Wi-Fi) and assist with simple configurations when needed.  Accurately document all customer interactions, issue details, troubleshooting steps, and resolutions in the Zendesk ticketing system.  Perform other related duties by management.  Escalate complex or unresolved issues to Tier 2/3 support, providing detailed case notes and full context for efficient handoff.  Educate users on system functionality, product usage, and best practices to reduce repeat incidents and improve user experience.  Proactively identify patterns in support requests and contribute feedback to improve internal documentation and processes.  Participate in scheduled on-call rotation to support after-hours client needs.  Arrive on time for scheduled shifts, remain fully engaged during working hours, and maintain reliable attendance.  Perform additional support tasks and responsibilities as assigned by the Call Center Manager, Management, or Tier 2/3 support team.  Qualifications High school diploma or GED required.  1+ years of experience in technical support, help desk, or IT service environment.  Prior customer service or contact center experience.  Strong verbal and written communication skills with the ability to explain technical issues in plain language.  Familiarity with Windows OS, basic PC hardware, and general troubleshooting methods.  Strong organizational skills, attention to detail, and ability to multitask in a fast-paced environment.  Willingness and availability to work evenings, weekends, and participate in the on-call rotation as needed.    Bonus/Preferred Skills  Working knowledge of LAN, WAN, and Wi-Fi networking concepts.  Basic understanding of Linux-based systems and command-line navigation is beneficial.  Experience with Zendesk or other ticketing systems preferred.  CompTIA Network+ or equivalent certification is a plus.    Coreforce is an equal opportunity employer committed to diversity and inclusion.