Technical Support Specialist at Acclaro Corporation – Smithfield, Rhode Island

About Acclaro Corporation

Acclaro Corporation is seeking a motivated and technically capable Tech Support Specialist to support customer service operations from our headquarters. This on-site role provides first-line technical support to customers, diagnosing issues, resolving basic service needs, and determining when escalating to a Field Service Engineer is required. Reporting to the Field Service Manager, the Tech Support Specialist plays a critical role in improving response time, customer satisfaction, and service efficiency.

Responsibilities

• Serve as the primary point of contact for incoming tech support-related phone calls and emails.
• Provide remote technical support and troubleshooting for laser systems, sub-systems, and related components.
• Diagnose basic equipment issues and resolve them without the need for onsite field service when possible.
• Determine when escalation to a Field Service Engineer is required and coordinate with service dispatcher as needed.
• Document all customer interactions, troubleshooting steps, and resolutions in the service management system.
• Maintain accurate and complete service records.
• Support customers with basic operational questions, system setup guidance, and preventative maintenance instructions.
• Assist the Field Service Manager by triaging service requests and prioritizing incoming issues.
• Collaborate with Field Service Engineers to ensure continuity of support and effective handoff of cases.
• Communicate clearly and professionally with customers, maintaining a high standard of customer service.
• Contribute to the development and maintenance of technical support documentation, FAQs, and troubleshooting guides.
• Identify recurring issues and communicate trends to the Field Service Manager and service team.
• Adhere to all company safety policies, service procedures, and documentation standards.
• Maintain company tools, software, and testing equipment used for support and diagnostics.
• Complete additional tasks and projects assigned by management.

Requirements

• Bachelor’s degree in Electronics, Laser Technology, Engineering, or equivalent technical experience.
• 3-5 years of technical support, service, or customer-facing technical role preferred.
• Comfortable handling high volumes of phone and email-based technical support.
• Strong verbal and written communication skills with a customer-focused mindset.
• Ability to prioritize and manage multiple support cases simultaneously.
• Familiarity with computers and software tools including Word, Excel, and CRM/service platforms (Salesforce preferred).
• Ability to work independently while collaborating effectively with a service team.
• Medical devices or regulated industry experience a plus.