Technical Support Specialist

Job Details

Job Location:

ATLANTA, GA 30324

Position Type:
Full Time

Education Level: High School

Salary Range: $21.00 - $22.00 Hourly

Travel Percentage:
None

Company:
Coreforce

Location:

Atlanta, GA (Onsite)

Job Type: Full-time

Salary:
Based on Experience

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.

Join Coreforce and use your technical skills to support innovative technology that strengthens communities.

• 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.

• 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.

• 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.

• 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.