Technical Support Specialist

Position Overview

Fujitsu Frontech/Fulcrum Biometrics is seeking a results-oriented individual with a passion for technical support to join our growing team. In this role as a Technical Support Specialist, you will be responsible for ensuring overall excellence in product and service deployment, troubleshooting, and providing timely support solutions. This full-time position is based in San Antonio, TX and reports to the Operations Manager. Compensation: The starting base pay is USD $20.00 per hour; actual base pay may vary based on training, transferable skills, experience, business needs, and market demands.

Key Responsibilities

• Identify, investigate, and resolve users’ issues with computer software and hardware via phone, email, or chat.
• Participate in an after-hours on-call rotation for 24-hour emergency coverage.
• Troubleshoot and replicate problems reported on device hardware or software platforms.
• Review the trouble ticket queue and resolve tickets within established SLAs while escalating issues when necessary.
• Establish and maintain high levels of customer satisfaction by adhering to established policies and creating support tools such as FAQs and guides.
• Provide feedback on significant product/service failures and perform root cause analysis to recommend process improvements.
• Engage in discussions on current and new products/services and demonstrate regular work site attendance.
• Assist in maintaining and updating support documentation and procedures.

Required Qualifications

• Must be able to pass a fingerprint background check (with the FBI).
• Familiarity with printers, print jobs, and printer alignments.
• Strong organizational, analytical, and problem-solving skills with excellent verbal and written communication abilities.
• Effective listening skills and a proactive approach to technical support.
• Understanding of Windows and basic networking; experience with Windows is required and Linux is a plus.
• Experience with Android or iOS operating systems and providing customer service.
• Ability to comprehend the design of complex equipment and interface directly with hardware/software development personnel.
• Self-motivated with a high degree of initiative, attention to detail, and the ability to work under pressure.

Preferred Qualifications

• Associate’s or Bachelor’s degree in a technical field with 2+ years of technical support/help desk experience, or an equivalent combination of education and experience.
• A+ certification (or equivalent) is a plus.
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint) and familiarity with ticketing systems.