PURPOSE OF POSITION:
The Technical Support Specialist serves as the first point of contact for Bird customers, distributors, and internal sales personnel seeking product assistance. Deliver timely, accurate tactical technical support through phone, email, and Zendesk; troubleshoot routine product issues, recommend standard products and resources, and document/resolution-track support requests. This role owns day-to-day support coverage so senior Applications Engineers can concentrate on strategic customer applications, complex engineering challenges, and new business opportunities.
GENERAL FUNCTIONS / SPECIFIC RESPONSIBILITIES:
- Answer inbound product-support phone calls and respond to technical questions from customers, distributors, and sales representatives.
- Own the Zendesk support queue: open and categorize tickets, prioritize, respond, update records, follow up, and close cases within established service expectations.
- Provide first-level troubleshooting for product setup, configuration, operation, basic RF measurements, accessories, and common application questions.
- Guide customers through published specifications, user manuals, FAQs, product selection resources, and standard troubleshooting procedures.
- Recognize issues requiring advanced engineering, quality, repair, or calibration support; gather diagnostic information and escalate with complete case documentation.
- Coordinate with Staff Applications Engineering, Customer Service, Service/Calibration, and Quality to resolve routine customer issues and communicate status.
- Record case categories, resolutions, product trends, and recurring questions; contribute and recommend updates to FAQs and support knowledge-base articles.
- Maintain consistent response and follow-up practices, including proper handoffs and customer communication until cases are resolved.
- Provide basic product-use guidance and routine order-related technical clarification; refer strategic applications and complex solution design to senior staff.
- Promote Bird Family Values: Trust, Innovation, Teamwork, Achievement, and Accountability.
KNOWLEDGE AND SKILLS REQUIRED:
- Associate degree in electronics/electrical engineering technology, related technical education, military, or equivalent hands-on experience.
- Strong telephone-based customer service, active listening, and clear written communication skills.
- Ability to learn technical products quickly, follow troubleshooting processes, and explain routine technical information to customers.
- Comfort working in a high-volume, ticket-driven support environment; strong organization, documentation, and follow-through.
- Basic electrical/electronics knowledge, including fundamental measurements and terminology; relevant technical training or experience.
- Ability to use Microsoft Office and learn Zendesk, ERP systems, and internal product information resources.
- Sound judgment regarding troubleshooting limits and timely escalation of complex or safety-sensitive issues.
KNOWLEDGE AND SKILLS DESIRED:
- Previous experience in a technical call center, help desk, customer technical support, or electronics troubleshooting.
- Familiarity with RF fundamentals and equipment such as power meters, sensors, spectrum analyzers, or network analyzers.
- Experience with Zendesk or similar customer ticketing platforms and knowledge-base documentation.
ESSENTIAL JOB FUNCTIONS:
Use phone and computer throughout shift; communicate clearly; review technical documentation; operate basic test equipment when trained; maintain routine business hours support coverage.