Technical Support Specialist, Level 1

Role Description: The Technical Support Specialist, Level 1 is a full-time, on-site role based in the Greensboro–Winston-Salem–High Point area. This position provides first-line technical support for Pay Tel’s systems, responding to incoming requests via phone, email, and ticketing tools. Day-to-day responsibilities include diagnosing and troubleshooting basic hardware, software, and network issues, escalating more complex problems when needed, and documenting all support activities accurately. The specialist will work closely with internal teams and confinement facility staff to ensure timely resolution, clear communication, and high customer satisfaction. The role also involves monitoring system performance, following standard operating procedures, and contributing feedback to improve support processes and tools.

Qualifications: Strong technical support and troubleshooting skills for software, hardware, and basic network issues. Customer support and customer satisfaction focus, with the ability to communicate clearly and professionally with diverse users. Analytical skills to identify root causes, interpret technical information, and follow structured problem-solving methods. Ability to learn and support proprietary platforms, such as telecommunication or inmate services systems. Good written and verbal communication skills, including accurate documentation of tickets and resolutions. Reliability in an on-site environment, with the ability to work full-time shifts and collaborate with cross-functional teams. Prior experience in a help desk, call center, or technical support role preferred. High school diploma or equivalent required; additional technical training, certifications, or relevant coursework are a plus. ABOUT PAY TELService Driven. Tech Centered. People Focused. Since 1986, Pay Tel has been providing communication services and innovative technology to confinement facilities across the United States. Today, we deliver secure communication and technology solutions designed to support safer, more efficient facilities and better communities. But what we do goes beyond technology. As a 100% employee-owned company, we’re committed to serving those impacted by incarceration, our clients, and our communities in a way that honors our mission. We’re a team of employee-owners who believe in taking ownership, finding solutions, serving others, and doing meaningful work that improves lives. Come build something that matters with us.