Job Description

Job Description

The Technical Support Specialist provides technical support via phone, email, and web to resolve customer issues effectively and efficiently. This role requires strong troubleshooting ability, attention to detail, and continuous learning to maintain expertise across multiple software and hardware platforms. In addition, clear and proactive customer communication is essential to ensure understanding, build trust, and deliver a positive support experience.

Roles and Responsibilities

• Respond to customer requests in a professional, timely, and effective manner.
• Diagnose, replicate, and resolve software, network, and system-related issues using remote support tools.
• Manage and perform software installations, upgrades, and configurations.
• Manage and renew product license keys; maintain accurate records in CRM systems.
• Write and maintain end-user documentation and internal knowledge base articles.
• Collaborate with Engineering to escalate product defects or performance issues.
• Provide after-hours on-call support as needed.
• Contribute to product release testing and customer/internal technical projects.
• Maintain a high level of service and professionalism with all stakeholders.
• Ability to simultaneously manage several support cases.
• A willingness to learn and become an expert on new systems, software, and procedures.
• Stay current with emerging technologies relevant to ISE’s solutions and customer environments.
• Perform other duties as assigned by management, including, but not limited to, product release testing and customer/internal project work.

Qualifications and Education Requirements

• College degree or equivalent combination of education and work experience.
• Minimum 3+ years of experience in a client-facing technical support or customer product support role.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• High attention to detail and strong organizational skills.
• Proven analytical and problem-solving abilities.
• Demonstrated ability to work independently and as part of a team.
• Professionalism, dependability, and a strong work ethic.
• Experience managing escalated customer issues, coordinating with cross-functional teams, and ensuring timely resolution.
• Proven experience in a customer-facing support role, such as product support, client services, or customer success, preferably in a B2B environment.

Technical Skills: Minimum 3+ years of experience required

• Operating Systems: Proficiency in Microsoft Windows Server (2016–2025); Microsoft Office 365, exposure to IBM iSeries environments.
• Databases: Working knowledge of Microsoft SQL Server (2016–2022), including basic querying and data management.
• Networking: Understanding of TCP/IP, VPN connections, firewalls, and remote access technologies.
• Support Tools: Experience with remote desktop software, ticketing/CRM systems, and system monitoring utilities.
• Knowledge of Enterprise Resource Planning (ERP) preferred (ERP systems such as; INFOR XA, Business Central, and/or SAP)
• Experience with scripting and programming languages such as Python, PowerShell, SQL, or RPG for process automation, data handling, and system integrations.
• Experience supporting external customers with software or hardware products, including troubleshooting, training, and ongoing relationship management.

Preferred Skills:

• Experience supporting MES (Manufacturing Execution Systems), or manufacturing-related software systems.
• IBM iSeries/AS400 system administration or exposure strongly preferred.
• Previous experience in roles such as Customer Success Specialist, Product Support Representative, or Client Services Coordinator is a plus.

At Information Systems Engineering, Inc (ISE), we help manufacturers improve their business operations with proven technology solutions. Our team are experts in the solutions and technologies we sell, delivering great results to our customers.

Today ISE has 3 primary product lines and solutions that we sell, implement and support:

• Infor XA ERP – ISE is an Infor Channel Partner and reseller of the Infor XA ERP solution. Our team has deep expertise in helping customers upgrade and implement Infor XA ERP in their businesses.  We can also host and manage our customer’s Infor XA environment in the cloud.
• IBM – ISE is an IBM partner selling IBM iSeries servers. We have staff with technical expertise to update, upgrade and optimize the IBM iSeries. In addition, we offer IBM iSeries cloud hosting and/or remote management services.
• MV2 MES – Our subsidiary, Paper-Less, LLC, develops, sells, implements, and supports our proprietary MV2 MES (Manufacturing Execution System) solution that connects, monitors, and coordinates complex manufacturing systems, data flows, and people on the shop floor. 

ISE was founded in 1984 with the purpose of creating rewarding opportunities assembled by genuine relationships. 40 years later, we continue to serve this purpose and operate according to our Core Values:

• Water Yourself Daily – Nurture a positive mindset to live, learn, grow, and love what you do.
• Fuel Wonder, Forge Ingenuity – Inspire and encourage curiosity to launch creative solutions.
• Apollo (13) It – Challenge with passion, dedication, and teamwork. Urgent collaboration with the ability to adapt.
• Walk In Their Shoes – Be mindful of all stakeholders and follow through with your commitments.

It’s our legacy of working through these core values that enables our 10-year average employee tenure and 95% customer satisfaction rating. Our employees love what they do, and our customers praise the work we do for them.

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