Technical Support Specialist I

**Title:** Technical Support Specialist I **Hours:** Full\-time, 7:00 AM – 4:00 PM MST **Location:** Midvale, UT (On\-site with occasional remote flexibility) \#LI\-Onsite **Reports to:** Customer Service Manager, Operations **Compensation:** A base hourly salary of $20–$23, depending on candidate experience. **Our Benefits:** * Comprehensive Healthcare Coverage: Medical, dental, and vision plans with BioLite covering 90–100% of monthly premiums, depending on plan selection. * 401(k) with Employer Match: We help you invest in your future through a company match on your 401(k) contributions. * Paid Time Off: Paid holidays, vacation, sick time, and family leave to support work\-life balance. * Equity \& Bonus Opportunities: Community bonus plan and stock option eligibility for all full\-time employees. * Adventure Stipend *(after two years):* Matched travel stipend and PTO to go on an adventure that aligns with BioLite's mission of bringing energy everywhere — whether that's outdoor recreation, climate action, or social impact. * Employee Product Discount: Employees enjoy generous discounts on BioLite and Goal Zero products. **This Role:** We're looking for someone who's naturally curious about how things work and enjoys solving problems. As a Technical Support Specialist I, you'll help customers troubleshoot BioLite and Goal Zero products, resolve technical issues, and deliver an exceptional customer experience. From portable power stations and solar panels to lighting and cooking products, you'll become a trusted resource for customers while building deep technical knowledge across our product portfolio. You'll own customer issues from first contact through resolution, balancing empathy with sound technical troubleshooting. You'll collaborate closely with teammates and other departments, continue expanding your product expertise, and help improve the way we support our customers every day. **You Will:** * **See It through:** Manage customer cases by phone and email (using Zendesk) from first contact through to final resolution, including processing warranty claims, replacements, and returns. * **Build \& Share Product Expertise:** Develop deep technical knowledge across the BioLite and Goal Zero products to independently solve problems and maintain internal support documentation. * **Connect and Clarify:** Maintain clear, accurate, and empathetic communication with both customers and teammates, even during busy or time\-sensitive periods. * **Be a Teammate:** Partner with Engineering, Quality, Warehouse, and Operations to resolve complex technical issues and know when to escalate cases. * **Help Us Grow:** Identify recurring customer issues and contribute to projects that improve our products, the customer experience, and how our team works. **You Have:** * 2\+ years of experience in technical support, customer support, or another customer\-facing role. * Experience supporting consumer electronics, outdoor