• Deliver first-line technical support through phone, email, and remote tools. • Diagnose and resolve issues involving Office 365, Windows 11, macOS, networking, and backups. • Manage and resolve an average of 10–15 tickets and 35–42 calls per day. • Perform proactive system checks, including monitoring alerts and verifying backups. • Maintain detailed, accurate documentation of all support activities. • Follow internal procedures and escalate complex issues when necessary. • Assist with system builds, configurations, and scheduled maintenance tasks. • Ensure exceptional service quality and maintain positive client relationships.

• Create and execute SQL scripts and stored procedures to perform manual updates to customer databases as required • Provide support to customers and/or end users via telephone and email (as required) to troubleshoot issues and identiy root causes • Troubleshoot technical issues reported by Suvoda’s Customer Care Specialists and provide guidance • Collaborate with the services delivery teams to identify optimal solutions • Excellent understanding of the technical aspects of the system • Remain up to date with understanding new functionality introduced by core system releases • Investigate critical and urgent issues in a timely manner • Ability to pool various reports from the DB as required • Provide input on current support processes and suggest improvements • Perform other related duties as required

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Reporting to the VP of Engineering for Gate and Door, the Gate Operator Tech Support Specialist will provide post-sales support to the customers via phone or email interactions. This is a customer facing position and requires excellent verbal communication skills. A positive and optimistic approach to helping our customers solve problems is essential to providing a good customer experience. Working closely with the rest of the Technical Support team, the Engineering and Quality groups, this position provides valuable information on customer product usage for continuous improvement activities. This opening is in support of our new and existing products and their capability to network with our customers’ systems, specifically the HySecurity Commercial, Industrial and Crash gate product lines. Hourly range is $25.00-$35.00 depending on fit for this position, skills and experience. Location: Kent, WA (fully onsite) or fully remote Primary Responsibilities - Provides advanced technical support and assistance to customers via email, phone, and/or other remote methods. - Addresses and responds to customer inquiries on HySecurity products and services, including installation, operations functions, troubleshooting, and maintenance. - Provides customers with preventive maintenance and configuration recommendations to improve product usability and performance. - Documents customer interactions, including details of inquiries, complaints, comments, and actions taken in CRM. - Reviews and provides feedback to the technical writing staff for new product documentation. - Notes customer issues with the potential for product or process improvements and provides that information to the Engineering team and Quality teams. - Provides input to the RMA team on returns when special testing is required. - Performs any other related duties as required or assigned. Qualifications - Experience with installation, support, and/or sales of commercial gate operators. - Relevant 2-year degree preferred; experience or other technical certifications will be considered. - 3 or more years’ experience in technical support or other customer-facing role. - Spanish language capability desired. Requirements - Knowledge of and ability to troubleshoot Gate Operators and accessories. - Experience with Commercial gate operators and/or hydraulics a plus. - High customer service orientation. - Demonstrate effective telephone communication skills. - Well-developed troubleshooting and analytical skills. - Self-directed with the ability to prioritize workload; excellent organizational skills. - Ability to quickly learn the various products, their faults, and corrections. - Possess the ability to read and interpret blueprints and technical specifications. - Electrical circuit (Low and High voltage) understanding. - Ability to use and instruct on the use of in-field electrical diagnostic tools (multi-meter). - Possess an aptitude for technical concepts and the ability to read and interpret specification sheets. - Skilled in communicating field problems to engineers and quality staff for continuous product improvement. - Demonstrate attention to detail. - Proficiency with Microsoft Office tools. - Positive attitude, self-motivated, and eager to succeed. Physical Requirements - Required to sit, talk, or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl. - Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard. - Manual dexterity suitable for use of utilizing a computer. - Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting. - Ability to walk and/or climb 5% of the time comfortably, with or without reasonable accommodation. - Ability to sit at a computer for 90% of the time comfortably, with or without reasonable accommodation. - Light to moderate lifting. Working Conditions - Must be comfortable working in an office environment to include moderate noise levels. - The working area is primarily in an open office setting with reasonable lighting and controlled temperatures. Disclaimer The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job. Job incumbents are expected to perform other duties necessary for the effective operation of the position, department, or the business.

• Develop a deep understanding of Sweed’s products, features, functionality, and integrations • Handle customer issues across multiple channels (email, live chat, phone — inbound and outbound), escalating when needed • Use internal documentation and external resources to resolve issues efficiently • Maintain accurate and detailed records of customer interactions in our service desk system • Troubleshoot complex technical issues using all relevant tools • Take full ownership of customer issues and follow them through to resolution • Stay up to date with product releases, internal processes, and best practices • Execute tasks as directed by senior team members and contribute to continuous improvement