Technical Support Specialist II

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• Paid Vacation and Personal Time (starting day one)
• Four Weeks of Paid Parental Leave with no waiting period
• 401K Plan with Employer Match (fully vested on day one)
• Company-Funded Short-Term Disability
• Health, Vision, and Dental insurance
• Quarterly Company Events and Lunches
• Have a say in TAPCO Happenings by joining the Fun or Safety Committee

This role primarily relates to the support of the product and software management systems TAPCO (Traffic & Parking Control) provides. The duties involve interaction with a wide variety of established customer accounts, vendors, co-workers from all areas of the company and the general public. The Tier II Technical Support Specialist has the technical skills to troubleshoot, service and perform maintenance on a variety of solar powered and AC-powered systems.

They will possess strong problem‑solving skills, including diagnosis of electrical, mechanical, wireless, and computer systems. The Tier II Technical Support Specialist will support customers and the IWS Field Service team in remote setup or troubleshooting. This position will operate in the office and up to 15% in the field, with overnight travel throughout the United States. This position reports to the Technical Support Manager.

• Ensure customer satisfaction by delivering outstanding service support and resolving a wide variety of customer requests in a timely manner, with an emphasis on building customer loyalty and profitability.
• Resolve customer issues with minimal supervision through phone‑based assistance, remote support tools, and appropriate escalation when necessary.
• Troubleshoot and repair equipment, including diagnosing electronic failures, with minimal supervision.
• Monitor, prioritize, and follow up on all open service cases until resolution and closure.
• Maintain accurate service case records using ERP service software.
• Create and maintain ERP knowledge articles covering system operations, troubleshooting procedures, firmware/hardware updates, and other support‑related information.
• Support the Field Service team with system calibrations and configurations of IWS systems through remote access.
• Collaborate with Sales, Technical Support Group (TSG), and Project Managers to resolve customer concerns and technical issues.
• Communicate effectively with multiple stakeholders while managing priorities and meeting deadlines.
• Establish and maintain positive working relationships with employees, contractors, vendors, and customers.
• Participate in ongoing company‑wide continuous improvement initiatives.
• Safely operate related tools, equipment, computer systems, and software.
• Travel overnight for both in‑state and out‑of‑state work and training assignments up to 15% of the time.
• Participate in a 24/7 on‑call rotation and provide occasional after‑hours support as business needs require.
• Perform other related work as required.

• Demonstrated ability to provide exceptional customer service in a high‑stress, high‑volume environment while working with a sense of urgency and minimal supervision.
• Strong interpersonal skills with a positive, professional, respectful, and customer‑focused approach.
• Excellent verbal and written communication skills in English.
• Ability to communicate effectively with customers, employees, and cross‑functional teams throughout the organization.
• Ability to manage multiple priorities and collaborate with various groups to meet deadlines.
• Ability to work outside regularly scheduled hours to meet operational needs and respond to after‑hours emergency calls as required.
• Knowledge of TAPCO hardware and software configuration, integration, operation, and troubleshooting.
• Proficiency in Microsoft Windows operating systems and the Microsoft Office Suite, including Excel.
• Strong computer skills, including software installation, file transfers, remote support tools, and general PC troubleshooting.
• Basic understanding of IP networking concepts, including routers,…