Technical Support Representative

Your roleAt Atlas Copco, we don’t just value the work you do; we value who you are. We’re a global technology leader with a 150-year legacy, aiming to make a positive impact on industries and communities around the world. Our commitment to sustainability and innovation keeps us moving forward, and we’re looking for dynamic individuals who want to be part of that journey.Who Thrives Here?At Atlas Copco, success comes from curiosity, innovation, and a drive for excellence. If you enjoy problem‑solving in a dynamic environment and deliver accurate, timely results while managing multiple priorities, you’ll thrive here.Are You Our Next Technical Support Representative?As a Technical Support Representative, you’ll be the first point of support for customers using our fastening, grinding, and software products. You’ll troubleshoot issues, guide customers through solutions, and escalate more complex cases when needed. Your goal is simple: deliver a fast, professional, and positive support experience every time.Working remotely with occasional travel, you’ll collaborate with local and global teams to keep customers productive, informed, and confident in the technology they rely on. You’ll “own” the support requests you take, becoming the expert that customers turn to for knowledge and help. In addition to helping our customers, our colleagues will also turn to you for advice and administrative tasks involving various platforms.If you enjoy solving problems, working with customers, staying organized, and being part of a proactive, service-driven team—this is the role for you.You’ll work 9-hour shifts within our 8a to 8p Eastern Time standard coverage model. Shift time Weekdays 11:00 AM to 8:00 PM EST Some weekend as the jobs require (advanced schedule). Holidays may be optional. Voluntarily paid On-Call for 24/5 TechCover customers: Weekdays 5:00 PM – 8:00 AM (Monday 12a to 8a and Friday 5p to 11:59p). No US Holidays Travel for training and meetings (~10%)How You’ll Make An ImpactProvide high-quality technical support for fastening, grinding, and software productsRespond to customer calls, emails, chats, and tickets within agreed SLA timelinesInvestigate issues using approved diagnostic tools and document all actionsEnsure customer satisfaction before closing tickets and verify resolutions are completeMaintain accurate case notes, customer details, and time trackingServe as an “owner” for assigned tickets and shared processes; keeping documentation updated, sharing updates, and supporting our teamsCollaborate with Sales by identifying service or sales opportunities, and keeping customers’ sales team informed of notable issuesDetermine when issues require escalation and route requests to other contacts as neededSupport onboarding of new team members and other administrative duties in various platformsParticipate in continuous improvement activities that enhance the customer experienceTo succeed, you will needAt least 3 years of experience in technical support, customer service, troubleshooting, or a similar problem-solving roleStrong communication skills and a professional customer-focused mindsetA proactive mindset with a sense of urgency equal to (or greater than) customer expectationsCritical thinking and logical troubleshooting methodology are a mustTechnical acumen with proficiency in general software use and understandingAbility to prioritize, follow processes, and meet response-time expectationsWillingness to develop deep product knowledge and serve as a resource for othersAbility to read and study documents on-the-fly for resolving issues quicklyMust be comfortable to self-train with provided resourcesComfortable working in a fast-paced support environment across multiple platformsStrong documentation habits and attention to detailAbility to work collaboratively with global teams and internal partnersSelf-sufficiency, positive attitude, coachability, and commitment to continuous improvementFamiliarity with ticketing systems a plusIn return, we offerAt Atlas Copco, We Know That Work Is More Than Just a Job. Here’s What We Offer To Keep You Happy, Healthy, And InspiredProfessional Development: Opportunities for growth, training, and career advancement.Comprehensive Benefits: Medical, Dental, Vision, Disability, Life, and more.Financial Security: 401(k) with a baseline company contribution and matching opportunities starting at 6%, increasing further with tenure.Work-Life Balance: Generous paid time off, a comprehensive holiday package, and flexible scheduling options where available to support your well-being.Family Support: Paid Maternity & Paternity Leave.Wellness Perks: Gym, Education, and Health Reimbursements.Rewarding Culture: An inclusive environment that celebrates innovation, teamwork, and diversity.Uniting curious mindsBehind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we unite curious minds, and you could be one of them.