Customer Support Specialist
Customer Service
Posted on Aug 28, 2026
Educational/Certification Requirements• Associate’s or Bachelor’s degree in Computer Science, Information Systems or related field required • SQL / RDBMS experience preferred • Microsoft Batch and command language exposure preferred• Professional experience of at least 2 years preferred• Technical support certifications from professional organizations are a plus• Knowledge of FreshDesk or similar customer service ticketing software systems is a plus Specific Job Duties • Customer Service • Lead the customer support process for custom Windows based systems deployed globally • Serve as first point of contact for customers seeking technical assistance • Troubleshoot technical issues through remote connection, email and phone • Facilitate Return Material Authorizations (RMA) for customer returns • Document events, problems, procedures and resolutions • Continually build expertise in soft- and hardware related to k-space tools • Track all support issues and assist in data-mining and statistics • Prepare technical monthly / annual support data and summarize top actions • Draft Standard Operating Procedures (SOP) for various support topics • Attend client meetings prepared to discuss support issues • Drive for continuous improvement in customer support processes• Internal Team Support • Support sales team in customer communication as related to technical service topics • Support engineering team in troubleshooting of deployed systems • Interact with cross-functional teams to keep customer service tickets on target • Assist the Software Development team in identifying software issues and creating solutions• Computer Science / Information Technology • Perform new customer software installations • Track and maintain a record of customer tools and software version levels • Remote login to active production customer systems for issue diagnosis, troubleshooting tools, or upgrade deployment• Safety • Follow applicable safety protocols • Provide feedback for safety team for improvements of workplace safety