Job Description
Job Description Technical Support Specialist
Department: Technical Support
Employment Type: Full-Time, Salaried
Work Arrangement: On-Site
Typical Schedule: Monday through Friday, 9:00 a.m. to 6:00 p.m.
Reports To: Technical Support Manager
About ZKTeco Workforce Management
ZKTeco Workforce Management provides workforce data collection solutions, including Android-based time clocks, embedded applications, middleware, APIs, and integrations for Workday-connected customers and software partners.
Position Summary
The Technical Support Specialist provides responsive, accurate, and professional technical support for ZKTeco WFM timeclocks, applications, middleware, and integrations. A core, required part of the role is the hands-on assembly, testing, configuration, and provisioning of time clock hardware. You will also own assigned customer cases from investigation through resolution or documented handoff and escalate to internal teams when needed. We value strong customer service and disciplined troubleshooting. Time clock or workforce management experience is preferred, but we will train candidates with strong technical aptitude.
Key Responsibilities
- Assemble, test, configure, and provision time clock hardware and accessories to specification so devices are ready for shipment and customer deployment.
- Support customers through our centralized Jira support portal, phone, email, and scheduled meetings. Own cases through resolution or documented handoff.
- Troubleshoot time clock hardware, applications, connectivity, firmware, configuration, data synchronization, and integrations.
- Document all interactions and findings in Jira, keeping case status and customer updates accurate.
- Escalate issues beyond Support authority with clear evidence, such as logs, versions, screenshots, and reproduction steps.
- Build knowledge of ZKTeco WFM products (Ultima, Timetrack, CirrusDCS, CirrusConnect, Android/SDK/API technologies) and create reusable knowledge articles.
- Collaborate with Product, Development, Implementation, and other teams, and take part in scheduled after-hours or go-live coverage and occasional shipping tasks.
Required Qualifications
- Minimum of one to two years of relevant professional experience in technical support or a closely related field.
- Strong written and verbal communication and a professional, customer-focused approach, including in difficult situations.
- Strong analytical and troubleshooting skills, with the judgment to gather evidence and know when to escalate.
- Ability to manage multiple cases and priorities with attention to detail and accurate documentation.
- Basic knowledge of networking (IP, DHCP, DNS, TCP/IP, ports and firewalls) and of Windows, Android, and web-based applications.
- Experience assembling and disassembling minor hardware components, plus the ability and willingness to assemble, test, configure, and provision time clock hardware hands-on.
- Self-motivated, dependable, and eager to learn, able to work independently and with a distributed team.
- Ability to work on-site and remotely take part in scheduled extended-hours coverage when required.
Preferred Qualifications
- Experience in technical support, help desk, or customer service, ideally with time clocks, workforce management, or time and attendance systems.
- Experience troubleshooting Android devices, firmware, APIs, or middleware, and using Jira or a similar ticketing platform.
- Degree in IT, Computer Science, or a related field is helpful but not required with equivalent experience.
Working Conditions and Schedule
- On-site, full-time salaried position, typically Monday through Friday, 9:00 a.m. to 6:00 p.m.
- This on-site role requires employees to work their entire shift at the office, currently located near Tampa Int. Airport in the Westshore area. Remote work is not currently available.
- Occasional schedule adjustments, after-hours, weekend, holiday, or go-live coverage, scheduled in advance whenever possible.
- Regular hands-on work assembling, testing, configuring, and provisioning time clock hardware and accessories is a required part of the role.
Compensation and Benefits
ZKTeco WFM offers a compensation and benefits package that may include:
- Competitive salary based on experience
- Group medical coverage and paid time off
- Profit-sharing plan
- Product and technical training
Equal Employment Opportunity
ZKTeco WFM is committed to providing equal employment opportunities. Employment decisions should be based on legitimate business requirements, job-related qualifications, experience, and demonstrated ability to perform the essential responsibilities of the position.
Application Guidance
Candidates should submit a résumé highlighting relevant experience in technical support, customer service, hardware or software troubleshooting, networking, workforce management, time and attendance systems, or connected devices.