Tech Specialist II

Technical Support Specialist

As a Technical Support Specialist at OpenTech, you will be the first point of contact for customers needing help with our products. Your focus will be on diagnosing, resolving, and preventing technical issues that impact performance and customer experience. This role requires strong problem-solving skills, clear communication, and the ability to work closely with both customers and internal teams. You will not only provide direct support but also help identify opportunities to improve our products and services.

OpenTech is a technology company that provides innovative solutions and exceptional service for self-storage property owners and customers. We have the high energy level and customer focus of an innovative startup, backed by the experience and leadership of a top management team. We are passionate about partnering with our clients to create opportunities for success, and committed to continuously improving ourselves, our processes, and our solutions. We make mistakes, but it is how we recover from them that makes us a great company. Sound like the place for you?

Responsibilities:

• Respond promptly to customer inquiries through phone, web, and email, providing professional and courteous support
• Troubleshoot technical issues related to software, hardware, and product functionality, guiding customers through solutions step by step
• Manage escalated support cases that frontline engineers cannot resolve, ensuring issues are handled effectively and efficiently
• Document issues, resolutions, and defects in tracking systems to maintain accurate records and share insights with internal teams
• Perform root cause analysis to identify recurring problems and recommend long-term fixes
• Escalate product defects to Engineering and Product teams, providing detailed information for faster resolution
• Conduct follow-ups with customers to confirm resolution and satisfaction
• Maintain a strong knowledge of product updates, new features, and industry best practices to provide accurate support
• Assist in developing knowledge base articles, FAQs, and technical documentation for customers and internal use
• Provide technical training and guidance to internal staff to strengthen overall team capability
• Travel occasionally to customer locations, trade shows, or conferences as needed

Qualifications:

• Experience in a technical support, IT, or related technical role
• A bachelor's degree, focused on technology and business, is preferred.
• Strong troubleshooting and analytical skills, with the ability to think critically under pressure
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users
• Familiarity with PHP, .NET, MySQL, SQL Server, and Linux environments
• Ability to manage multiple support cases at once while maintaining accuracy and professionalism
• Customer-focused approach with a commitment to delivering high-quality service
• Proactive and self-motivated, able to work independently and as part of a team in a fast-paced environment
• Flexibility to work outside standard business hours when required