Technical Phone Support Specialist (In-Office, Mon-Fri)

Job overview

The Technical Phone Support Specialist (In-Office, Mon-Fri) role is onsite in Irving, TX, Monday through Friday from 8:30 a.m. to 5:00 p.m., with rotating on-call shifts. Compensation is not specified. The role supports Austco’s nurse call and clinical communications systems used by nurses and caregivers. The specialist handles customer support cases, diagnoses hardware, software, and network issues, and guides customers through resolution. By managing cases through confirmed resolution, maintaining support documentation, and escalating issues appropriately, the role helps sustain reliable clinical communications and patient-safety-focused service.

What you'll do

• Handle tier 1 and tier 2 support cases by phone, email, and Zendesk
• troubleshoot hardware, software, and network issues using remote diagnostic tools and System Health monitoring
• maintain a test bench to reproduce and validate reported issues
• guide customers through resolution and escalate when field service or engineering is needed
• prioritize concurrent tickets by severity and patient-safety impact
• document, track, and follow up on cases
• support application rollouts, software updates, and upgrades
• create operating instructions and knowledge base articles
• handle escalated and priority calls
• meet response-time, resolution-time, and customer-satisfaction targets
• participate in training and workshops.

What we're looking for

Skills & competencies

technical phone support specialist

irving tx

austco

technical support

phone support

help desk

nurse call systems

clinical communications

hardware troubleshooting

software troubleshooting

network troubleshooting

zendesk

monday to friday

rotating on-call

Work arrangement

• Weekend coverage required

Why this role

Supports Austco nurse call and clinical communication products, including Tacera, Medicom, and Tacera Pulse; includes rotating on-call shifts.

About the employer

Austco is hiring for this role. Industry: Electromedical and Electrotherapeutic Apparatus Manufacturing. Sector: 33.