Technical Support Specialist

Description

We protect freedom. We proudly build the best product possible for those who protect and embody American freedoms. 

Our values shape how we treat every customer and every teammate. Two of them define this role: 

• Customer Obsessed: We put the customer at the center of every decision. We listen closely, act with urgency, and own every interaction until it’s resolved. Our goal is to deepen the relationship each time, not just close the ticket. 
• Act with Honor: We do the right thing, even when no one is watching. We are honest, accountable, and respectful. We keep our commitments to customers, to each other, and to those who serve. 

We are looking for an experienced, driven Technical Support Representative to join our customer-obsessed team. Reporting to the Sales & Technical Support Supervisor, you’ll be the technical expert on Staccato’s support team, answering product questions from law enforcement, military, federal agency, and competitive shooting customers who depend on their pistols. This is a fast-growing, metrics-driven environment. We set clear performance standards, measure what matters, and expect every team member to take ownership of their results. 

Requirements

• Answer inbound calls, emails, live chats, and video calls about pistol function, maintenance, manual of arms, and performance. 
• Troubleshoot and diagnose firearm issues remotely, resolving them on first contact whenever possible and identifying when a pistol needs to be returned for service. 
• Support live chat by triaging technical questions, resolving common issues using Staccato’s FAQ and knowledge resources, and escalating complex cases. 
• Communicate confidently and credibly with law enforcement, military, federal agency, and competitive shooting customers, tailoring technical guidance to each customer’s application. 
• Meet or exceed individual and team performance targets, including response time, handle time, first-contact resolution, quality scores, and customer satisfaction (CSAT/NPS). 
• Document every interaction accurately in Salesforce in accordance with Company guidelines. 
• Partner with Service, Product, Quality, and Sales teams to resolve issues, share recurring technical trends, and recommend improvements to products, FAQ content, and documentation. 
• Stay current on Staccato’s product line and new releases, maintain a professional demeanor, and actively participate in technical training, coaching, and quality reviews. 

• High school diploma or equivalent required. 
• 2+ years of experience in a technical support role working directly with end users of the product. 
• Working knowledge of and hands-on experience with Staccato firearms, including function, maintenance, and manual of arms. 
• Able to relate to and earn the trust of law enforcement, military, federal agency, and competitive shooting customers. Armorer certification, LE/military background, or competitive shooting experience preferred. 
• Thrives in a customer-first, metrics-driven, fast-growing environment, with a proven record of meeting or exceeding performance goals. 
• Customer Obsessed and Acts with Honor: empathetic, honest, accountable, and trustworthy with sensitive customer and agency information. 
• Excellent verbal and written communicator who can explain technical concepts clearly to customers of every experience level. 
• Proficient in Microsoft Office and Salesforce or other CRM systems; contact center experience is a plus.