Technical Support Specialist

Meet CFS Technologies Ready to Join the Hygiene Revolution? CFS Technologies is a family of industry-leading brands dedicated to advancing hygiene, safety, and operational efficiency across a wide range of industries. Through our brands, Lafferty, Knight, and Meritech, we provide innovative dispensing, application, and hand hygiene solutions trusted by customers around the world. For decades, CFS Technologies has partnered with organizations across foodservice, hospitality, healthcare, industrial, and commercial markets to deliver reliable, high-performing solutions that improve sanitation processes, optimize operations, and support healthier environments. We are looking for an experienced technical professional who is passionate about helping customers solve problems and delivering exceptional support. As a Technical Support Specialist, you'll serve as a trusted resource for customers across the Meritech, Knight, and Lafferty brands, providing technical guidance, troubleshooting product issues, and collaborating with cross-functional teams to ensure timely resolutions. This remote role combines hands-on technical problem-solving with outstanding customer service, offering the opportunity to make a meaningful impact on the customer experience while supporting our innovative hygiene and chemical dispensing solutions. Who You Are This role would be a great fit if you enjoy: Solving technical problems and troubleshooting complex equipment. Helping customers and providing exceptional technical support. Learning how products work and becoming a subject matter expert. Collaborating with cross-functional teams to find effective solutions. Building strong customer relationships through clear, professional communication.

What We Offer

You As a Meritech team member, you’ll receive: $80,000 annual salary to start (plus monthly bonus), payroll every other Thursday. A comprehensive benefits package including Medical, Dental, Vision, Life, Disability, and 401(k) with company contributions. 3 weeks annually of paid-time-off and sick leave accrual, with increases based on tenure. Paid company holidays.

Job Description

As a hygiene expert at CFS Technologies, you will: Review design specifications to understand the scope, requirements, and function of our products. Respond to customer inquiries and technical issues via phone, email, and chat in a timely, professional, and friendly manner across Meritech, Knight, and Lafferty product lines. Diagnose and troubleshoot technical issues with automated hygiene equipment and chemical dispensing systems, guiding customers through step-by-step solutions. Escalate complex or unresolved technical issues to the Director of Technical Sales or appropriate internal team members. Maintain a deep and current understanding of Meritech, Knight, and Lafferty product offerings, including functionality, common failure modes, and recent updates. Document all customer interactions, transactions, issues, and resolutions accurately within the CRM and support ticketing systems. Process small parts quotes and deliver them directly to customers via email; forward parts orders to the appropriate fulfillment contact. Route large parts quotes or complex equipment or service needs to the correct internal team members. Collaborate cross-functionally with Sales, Service, Operations, and Product/Engineering teams to resolve customer issues and share recurring Voice of Customer feedback. Monitor and report on product failure trends to the Quality and Engineering departments as soon as possible. Meet and communicate regularly with Product/Engineering team, collaborating with the Director of Technical Sales to update on product needs from the customer perspective and aligning on the product vision. Coordinate with field service and operations teams to communicate order status, parts availability, and delivery timelines to customers. Assist in the development and continuous improvement of standard operating procedures, troubleshooting guides, and knowledge base articles. Support department and company-wide customer satisfaction and retention goals. Follow all company policies and procedures. Perform other duties as assigned. Job Requirements We’re looking for someone who has: Strong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical customers. Excellent problem-solving and analytical abilities; able to diagnose and resolve product-related issues efficiently. Empathetic, patient demeanor with a genuine commitment to delivering exceptional customer service. Technical aptitude sufficient to understand and troubleshoot automated equipment and chemical dispensing systems; experience with Meritech, Knight, or Lafferty products a plus. Ability to work independently in a fully remote environment while maintaining accountability and responsiveness. Strong organizational skills and attention to detail for documenting customer interactions and managing follow-through. Proficiency with CRM systems, support ticketing platforms, and Microsoft Office applications (Outlook, Excel, Word). Ability to collaborate effectively with geographically dispersed teams across sales, service, and operations. Positive, team-oriented attitude with a strong work ethic. Able to regularly perform the following physical requirements, with or without accommodations: - Frequently: Prolonged periods of standing, sitting, leaning, crouching, and reaching to perform repetitive tasks. - Frequently: Manual dexterity and hand-eye coordination to evaluate, test, and modify equipment with or without hand tools as needed. - Frequently: Ability to differentiate between colored wires, tabs, and electronic components. - Frequently: Must be able to crouch, bend, reach, and lean to inspect equipment. - Frequently: Carry, lift, push, and pull up to 50 pounds at a time. - Frequently: Prolonged periods of standing and moving about in various client environments. CFS Technologies is an equal opportunity employer. In accordance with anti-discrimination law, no employee or applicant will be denied equal opportunity because of race, color, sex, national origin, religion, age, disability, pregnancy, sexual orientation, gender identity, genetic information, retaliation, or any other non-merit-based factor. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without advanced notice.