Technical Support Specialist

Job Title : Technical Support Specialist Position Overview : The Technical Support Specialist will provide second-level support for end users, dealers, distributors, and sales teams. This role focuses on software installation, system integration, remote troubleshooting, and network configuration in support of the company’s imaging and utility products, as well as compatible third-party software. Key Responsibilities : Provide Tier 2 technical support for software installation, configuration, network setup, and troubleshooting. Assist customers in configuring networks to support software and hardware functionality. Analyze and resolve technical issues via phone, email, and remote access in a timely manner. Manage support cases within the CRM system, including detailed documentation and follow-up until resolution. Escalate complex cases to Tier 3 when necessary. Develop technical FAQs, troubleshooting guides, and internal knowledge documentation. Issue return authorizations, determine replacement part needs, and coordinate shipping when applicable. Work collaboratively with sales and other internal departments to support customer requirements. Participate in training sessions, including occasional international travel for product training. Continuously develop knowledge of products, systems, networking, and customer service practices. Work Experience Requirements : 3–5 years of technical support or call center experience. Experience in dental, medical, or similar technical troubleshooting environments preferred. Core Skills & Qualifications : Experience with PC systems, imaging software, and related hardware. Strong understanding of TCP / IP networks, routers, switches, and firewalls. Excellent phone support and customer service skills with the ability to simplify technical concepts. Strong written documentation and follow-up abilities. Ability to manage a high volume of support requests and multitask effectively. Education : AS degree, technical school certificate, engineering degree, or equivalent industry experience. FootBridge is an equal opportunity employer committed to an inclusive environment where everyone is valued and respected. We make employment decisions based on qualifications and business needs, without discrimination on any basis, and we welcome candidates from diverse backgrounds to apply.