Associate Support Specialist LTE

ETC is looking for an Associate Support Specialist (LTE - 3 Months), to join the team at our global headquarters in Middleton, WI! In this role, you will play a key part in delivering exceptional customer support while assisting technicians, designers, dealers, and end users with a variety of product and technical inquiries. This limited-term opportunity is designed to provide hands-on experience in a fast-paced, collaborative environment while supporting day-to-day service and technical support operations.

As an Associate Support Specialist LTE, you will help troubleshoot issues, respond to customer inquiries, document solutions, and ensure a positive support experience. Working alongside experienced team members, you will develop valuable skills in customer service, communication, problem-solving, and technical support while gaining exposure to ETC's products and technologies.

This 3-month LTE opportunity is ideal for individuals who are eager to learn, enjoy helping others, and are interested in building experience in a customer-facing and technology-focused role.

Representative Responsibilities:

• Customer Support
• Responds to basic technical inquiries via phone, email, and chat with supervision and guidance.
• Helps track ongoing cases, follows up with customers on status updates, and ensures communication is timely and professional.
• Escalates technical issues beyond basic troubleshooting to experienced specialists.
• Ensures interactions are courteous and professional, aiming for customer satisfaction.
• Support Process and Documentation
• Accurately logs customer interactions and updates service records.
• Assists with processing part replacements and order requests.
• Helps maintain the accuracy of knowledge management systems (KMS).
• Repair Coordination
• Supports the coordination of customer repair activities under supervision.
• Prepares RMA paperwork and tracks basic repair or loaner requests.
• Works with repair technicians by relaying customer details and issue descriptions.
• Other duties as assigned
• Special projects and requests are requested in a timely and positive fashion

Minimum Qualifications:

• Associates degree or equivalent level of education
• 3-5 years of job-related experience
• Some prior experience in customer service, help desk, theatre, or related fields is helpful but not required.

Demonstrated interest in technology, electronics, or live entertainment systems a plus.

• Basic familiarity with technical theatre, electronics, or related fields preferred.
• Strong interest in developing problem-solving and customer service skills.
• Comfortable with Windows computers and Office 365.
• Willingness to learn the use of hand tools, power tools, and electronic measuring devices.
• Ability to work professionally with customers and teammates.
• Availability to work occasional evenings and weekends as needed.