Join our team as a Technical Help Desk I, where you will provide first level support to field representatives calling in with urgent equipment and monitoring system issues. This hybrid role offers the flexibility of working from home on Mondays and Fridays, while focusing on inbound phone support, technical troubleshooting, documentation, and strong customer service.

Responsibilities

• Serve as the initial contact for field representatives needing technical support with equipment and monitoring system issues.
• Provide live phone support by asking clear questions, gathering details, and helping stabilize urgent situations.
• Reference product specifications, documentation, pricing, warranty, and parts information to support issue resolution.
• Communicate effectively with internal customers regarding pricing, warranties, and equipment parts using SAP or similar systems.
• Manage and track phone calls, emails, and support tickets through ServiceNow or a comparable ticketing system.
• Collaborate with internal technical teams and product support groups as needed.
• Work closely with the Level 2 team to address escalated issues.

Skills

• High school diploma or equivalent with 1 to 2 years of technical experience.
• Basic understanding of electrical components, equipment troubleshooting, logic, or PLCs.
• 2 to 5 years of experience in customer service, contact center, helpdesk, technical support, or a related field.
• Experience handling inbound calls, support queues, technical issues, parts support, warranty support, or field service related requests.
• Strong documentation, communication, and organizational skills with keen attention to detail.
• Ability to stay calm, professional, and empathetic when supporting urgent or escalated issues.
• Authorization to work in the U.S.

Preferred Skills

• Bachelor’s degree or equivalent technical experience.
• Experience using Microsoft Office Suite, SAP, ServiceNow, or similar business systems.
• Understanding of industrial electrical or mechanical systems.
• Ability to analyze information in spreadsheets and communicate findings clearly.
• Ability to manage multiple priorities and work efficiently in a high volume support environment.
• Strong consultative skills and the ability to lead conversations confidently.

At Horizontal, we are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We believe that diversity drives innovation and are dedicated to creating an environment that reflects the diversity of our community.