Technical Support Specialist

Apply today to join Coreforce, where your Technical Support expertise makes a real impact.

Join Our Team as a Technical Support Specialist

Company : Coreforce
Location : Atlanta, GA (Onsite)
Job Type: Full-time
Salary: Based on Experience

Company Overview:
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.

Technical Support Specialist - Build Your Career with Purpose

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

Why Youll Love Working Here:

- 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.

Responsibilities:

- 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.

Qualifications

- 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.

Bonus/Preferred Skills

- 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.