Senior Technical Support Specialist

As a leading provider of comprehensive digital signage solutions, Spectrio empowers clients to transform their business locations into modern, dynamic destinations for customers and employees.

Headquartered in Tampa, Florida, and serving more than 150,000 global client locations across industries including automotive, healthcare, and financial services, Spectrio consistently ranks among the fastest-growing and largest companies in the Tampa Bay area.

As part of the Tampa Bay Business Journal’s “Fast 50” and “Tampa Bay 200,” as well as being honored 11 times on the Inc. 5000. Spectrio’s digital signage software has received praise for its features and ease of use by reviewers on Capterra and G2, as well as winning multiple awards for creative content, technology, and innovation!

For more information, visit www.Spectrio.com.

Primary Objective:The Senior Technical Support Specialist is passionate about the Spectrio brand and products while providing technical support for internal and external customers, managing tech support projects, and troubleshooting highly escalated technical issues.

Responsibilities include: Implement and manage standardized proactive monitoring systems and processes to anticipate, detect, and resolve potential issues before they impact clients.Provide expert-level support to the operations team and 3rd parties, ensuring timely resolution of complex issues.Act as the top technological escalation point for the support team, identifying development and training opportunities.Lead response to incidents and major outages, coordinating efforts across internal teams and external partners for technical support.Conduct post-incident reviews to identify root causes and recommend preventive measures from a Technical Support standpoint.Develop and maintain incident management processes aligning with industry best practices.Collaborate with other teams or departments to resolve escalated issues promptly.Develop and maintain documentation, including standard operating procedures (SOPs) and knowledge base articles, to facilitate knowledge transfer and training.Develop strategies for swift resolution of offline players, minimizing disruptions.Manage and participate in the monitoring and optimization of deployed systems.Communicate technical information to customers in a non-technical manner.Troubleshoot software and hardware configuration issues, investigate/reproduce product defects, and install/configure network equipment.Act as the liaison between Development and Support for additional information and testing requirements, ensuring all known solutions are tested before escalation.Provide timely resolution of problems according to service level agreements.Alert management to emerging trends in service tickets.Improve existing technical processes.Participate in planning and coordinating new product deployment and enhancement projects.Perform data entry duties to document problems and conversations.Perform other duties as assigned.

Requirements:Bachelor's degree in Computer Science, Information Systems, or Information Technology, or 5 years of related experience.Proven track record in resolving complex technical issues and providing exceptional customer support.2+ years B2B software experience.2+ years customer-facing technical support in a high-volume environment.Working experience with Firewalls, Network Ports, Internet VPNs, remote implementation, troubleshooting, and problem resolution desired.Strong understanding of networking protocols including TCP/IP, DNS, DHCP, SNMP, VLANs, and VPNs.Knowledge of network security best practices, including access control, encryption, and intrusion detection/prevention systems (IDS/IPS).Basic working knowledge of MDM Systems.Previous CRM and ERP experience preferred.Experience with Google Suite and basic computer skills.Ability to prioritize tasks, work under pressure, and adapt to change.Strong communication, collaboration, analytical, and problem-solving skills.Team-oriented with a positive attitude and aptitude for learning new skills.

This position is required to work in the Tampa office periodically throughout the month; pending business needs.

Spectrio offers a wide range of benefits for our team members, including Medical, Dental, Vision, Paid Parental Leave, 401k, HSA, FSA, Dependent Care FSA, Short and Long Term Disability, Life Insurance, EAP, Paid Time Off, Paid Sick Time, Paid Holidays, and Education Reimbursement.

Spectrio is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, creed, marital status, pregnancy, disability, national origin, sexual orientation, gender identity, veteran status, or any other protected category.