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Customer Service Technical Support Specialist Jobs

AAON, Inc.

Lead Technical Support Specialist

Tulsa, OK · On-site

The Lead Technical Support Specialist is responsible for providing technical leadership and ... Serve as the lead technical resource for escalated customer, service, warranty, and field support ...

Graco, Inc.

Technical Support Specialist

Rogers, MN · On-site

The Technical Support Specialist will provide expert technical support, repair guidance, and ... Strong background in customer service, with a focus on understanding customer needs, providing ...

Graco

Technical Support Specialist

Rogers, MN

The Technical Support Specialist will provide expert technical support, repair guidance, and ... Strong background in customer service, with a focus on understanding customer needs, providing ...

DeLaval

Technical Support Specialist

Waunakee, WI · On-site

We support our customers in reducing their environmental footprint while improving food production ... We offer products, systems and services for all steps of milk production. Our solutions are used by ...

Saalex

Technical Support Specialist

San Diego, CA · On-site

$45K - $85K/yr

Saalex Corporation is seeking multiple Technical Support Specialist in Tidewater, VA and San Diego ... Strong troubleshooting and customer service skills. * Ability to manage multiple tickets and ...

MetroSys

Technical Support Specialist

Irvine, CA · On-site

$20 - $30/hr

... focused Technical Support Specialist to support the day-to-day IT operations of a growing ... Provide excellent customer service while supporting employees across multiple departments. Required ...

UDR Inc

Technical Support Specialist

Littleton, CO

The Technical Support Specialist is responsible for providing Tier 1 support to our internal and ... Provide quality customer service when interacting with all associates. 15. Develop and improve ...

Graitec

Technical Support Specialist

Atlanta, GA · On-site

Overview Role Description The Technical Support Specialist plays a key role in delivering high ... Deliver a high level of customer service and technical expertise to ensure customer satisfaction ...

Weekday AI

Technical Support Specialist

Allen, TX · On-site

$25 - $27/hr

Deliver remote technical assistance through phone, email, web, and direct customer engagement ... Support internet protocols, SSL/TLS certificates, Azure Cloud services, container technologies, and ...

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Customer Service Technical Support Specialist information

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How much do customer service technical support specialist jobs pay per hour?

As of Aug 8, 2026, the average hourly pay for customer service technical support specialist in the United States is $26.98, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $34.86 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a customer service technical support specialist?

To thrive as a Customer Service Technical Support Specialist, you need strong problem-solving skills, technical knowledge relevant to the company's products or services, and usually a high school diploma or higher. Familiarity with CRM systems, ticketing platforms like Zendesk or Salesforce, and basic troubleshooting tools is often required. Excellent communication, patience, and adaptability are vital soft skills that help build rapport and handle challenging customer interactions. These skills ensure efficient issue resolution, customer satisfaction, and contribute to the overall success of the support team.

How does a customer service technical support specialist typically collaborate with other departments to resolve complex customer issues?

Customer Service Technical Support Specialists often work closely with engineering, product management, and quality assurance teams to address issues that require in-depth technical expertise or product changes. When a customer's problem cannot be resolved through standard troubleshooting, specialists escalate the issue internally, providing detailed documentation and context. This cross-functional collaboration ensures that customers receive accurate solutions and helps the organization identify recurring problems or potential improvements. Regular meetings and ticketing systems are commonly used to facilitate communication and track progress until resolution.

What is the difference between Customer Service Technical Support Specialist vs Customer Support Representative?

AspectCustomer Service Technical Support SpecialistCustomer Support Representative
CredentialsBasic technical knowledge, certifications like CompTIA A+ often preferredCustomer service skills, sometimes basic technical knowledge
Work EnvironmentTechnical support centers, IT departments, online chat, phone supportCall centers, retail, online support, customer service departments
Employer & IndustryIT companies, tech support firms, software providersRetail, telecom, e-commerce, service industries
Search & Comparison IntentTechnical troubleshooting, product support, software issuesCustomer inquiries, service issues, account questions

The main difference is that Customer Service Technical Support Specialists focus on resolving technical issues and troubleshooting products, often requiring technical certifications. Customer Support Representatives handle general customer inquiries and service requests, with less emphasis on technical skills. Both roles are essential in customer service but serve different functions within organizations.

What is a customer service technical support specialist?

A Customer Service Technical Support Specialist is a professional who assists customers with technical issues related to products or services. They handle inquiries, troubleshoot problems, and provide solutions via phone, email, chat, or in person. Their goal is to ensure customer satisfaction by resolving issues efficiently and offering guidance on how to use products or services. These specialists often work in IT, telecommunications, or consumer electronics industries, and require strong communication and problem-solving skills.
More about Customer Service Technical Support Specialist jobs
What cities are hiring for Customer Service Technical Support Specialist jobs? Cities with the most Customer Service Technical Support Specialist job openings:
What job categories do people searching Customer Service Technical Support Specialist jobs look for? The top searched job categories for Customer Service Technical Support Specialist jobs are:
Customer Service Technical Support Specialist jobs near you

Lead Technical Support Specialist

AAON, Inc.

Tulsa, OK • On-site

Full-time

Posted 17 days ago

AAON rating

8.0

Company rating: 8.0 out of 10

Based on 24 frontline employees who took The Breakroom Quiz

174th of 487 rated machine equipment manufacturers

Job description

Job Description:
The Lead Technical Support Specialist is responsible for providing technical leadership and coordination within the Technical Support team while serving as an expert resource for advanced product support, warranty administration, and field issue resolution. This role contributes to organizational objectives by improving service quality, supporting team development, resolving complex customer issues, and ensuring consistent execution of technical support processes. The position acts as a bridge between frontline Technical Support Specialists, Engineering, Quality, Manufacturing, Product Management, and leadership teams to drive issue resolution and continuous improvement initiatives. This role provides functional leadership and day-to-day guidance but does not typically have direct supervisory responsibility.
Primary Duties:
  • Serve as the lead technical resource for escalated customer, service, warranty, and field support issues.
  • Provide day-to-day guidance, coaching, and technical assistance to Technical Support Specialists and other service personnel.
  • Assist management in coordinating workload distribution and prioritization of technical support activities.
  • Lead investigations of complex equipment failures, recurring field issues, and critical customer concerns.
  • Analyze warranty trends, service reports, field performance metrics, and customer feedback to identify opportunities for product and process improvements.
  • Collaborate with Engineering, Manufacturing, Quality, Product Management, Sales, and Service teams to develop and implement corrective actions.
  • Review and approve complex warranty claims, repair authorizations, replacement recommendations, and service requests within established guidelines.
  • Support field service personnel, contractors, customers, and sales representatives with advanced troubleshooting and technical consultation.
  • Assist with major customer accounts and high-priority projects requiring elevated technical support.
  • Conduct field visits for equipment inspections, startup support, commissioning activities, root cause investigations, and customer issue resolution.
  • Develop and maintain technical support resources including troubleshooting procedures, service bulletins, knowledge base articles, and training materials.
  • Monitor support team performance metrics and identify opportunities to improve responsiveness, service quality, and customer satisfaction.
  • Facilitate communication between technical support personnel and other departments to ensure timely resolution of customer issues.
  • Support product launches, engineering changes, and service readiness initiatives.

  • Primary Duties May Include, But Are Not Limited To:

  • Deliver technical training programs for customers, contractors, distributors, service providers, and internal employees.
  • Participate in product development reviews and provide field-service perspective on design improvements.
  • Assist management in developing technical support policies, procedures, and service standards.
  • Support hiring, onboarding, and training of new technical support personnel.
  • Lead continuous improvement projects focused on warranty reduction, service effectiveness, and customer experience.
  • Represent the organization at industry events, customer meetings, and technical training sessions.
  • Performs other duties as assigned.

Job Requirements
Education and Experience Requirements:
  • Requires a high school diploma or equivalent.
  • Requires 8+ years of experience in HVAC, refrigeration, controls, field service, technical support, commissioning, warranty administration, or a related technical environment.
  • Or any combination of education and experience which would provide an equivalent background.
  • Associate degree in Applied Science, Engineering Technology, HVAC Technology, Electronics, Mechanical Technology, or a related technical field preferred.
  • Industry-recognized HVAC, controls, refrigeration, or technical certifications preferred.
  • Prior experience serving as a technical mentor, project lead, or subject matter expert preferred.

Knowledge, Skills, and Abilities:
  • Expert knowledge of HVAC equipment, refrigeration systems, controls, electrical systems, and mechanical systems.
  • Advanced troubleshooting and root cause analysis capabilities.
  • Strong understanding of field service operations, warranty administration, startup procedures, and commissioning processes.
  • Ability to lead technical investigations and coordinate cross-functional problem-solving efforts.
  • Ability to read and interpret engineering drawings, specifications, control logic, wiring diagrams, and technical manuals.
  • Strong leadership, coaching, and mentoring skills.
  • Excellent customer service, communication, and relationship management abilities.
  • Strong organizational and project coordination capabilities.
  • Ability to influence teams and drive resolution without direct authority.
  • Proficiency with service management systems, ERP platforms, reporting tools, and standard business software applications.

Essential and Physical Functions:
  • Ability to analyze and resolve highly complex technical problems.
  • Strong decision-making, leadership, and critical-thinking capabilities.
  • Ability to effectively communicate technical information to technical and non-technical audiences.
  • Ability to coordinate multiple priorities and support activities simultaneously.
  • Ability to maintain professionalism during high-pressure customer situations and critical equipment failures.
  • Ability to sit, stand, walk, bend, climb, crawl, and reach throughout the workday.
  • Ability to access rooftops, mechanical rooms, manufacturing facilities, and customer project sites safely.
  • Ability to lift and move materials weighing up to 50 lbs.
  • Ability to travel regularly to support customer locations, service investigations, training activities, and operational needs.
  • Ability to wear required personal protective equipment (PPE).

Work Environment:
  • Work is performed in a combination of office, manufacturing, warehouse, construction, and customer-site environments.
  • Frequent interaction with customers, contractors, distributors, service providers, engineers, and internal cross-functional teams.
  • Regular exposure to operational HVAC equipment, electrical systems, moving machinery, and industrial environments.
  • Exposure to varying weather conditions, seasonal temperatures, heights, noise, dust, and mechanical hazards during field visits.
  • Periodic travel is required to support customer needs, training events, startup activities, warranty investigations, and service initiatives.
  • Compliance with all company policies and procedures to maintain a safe working environment.
  • Use of personal protective equipment (PPE) as required.
  • This role is classified as a Safety Sensitive Position, requiring heightened awareness and adherence to all safety protocols to prevent accidents and ensure a secure work environment.

Disclaimer:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.

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