Technical Customer Service Specialist

Technical Customer Service Specialist (Rockaway, NJ)

We are seeking aTechnical Customer Service Specialist who combines strong customer service skills with hands-on technical aptitude. We are looking for a
customer service professional with technical ability
, not an IT help-desk specialist. This position is full time on site in Rockaway, NJ.

• Enjoys helping people and takes pride in providing an excellent customer experience.
• Is comfortable working directly with customers who may be experiencing technical problems.
• Can explain technical information in a simple, patient, and understandable way.
• Is naturally curious and enjoys figuring out how things work.
• Approaches problems logically and methodically.
• Can learn complex products and become a knowledgeable resource for customers.
• Is comfortable working with both hardware and software.
• Takes ownership of customer issues and follows through until they are resolved.
• Can work independently while knowing when to involve other members of the team.

• Provide prompt and professional technical assistance to customers via phone, email, ticketing system, and video conferencing (Teams/Zoom).
• Listen to customers, understand their concerns, ask effective troubleshooting questions, and guide them through solutions in a clear and easy-to-understand manner.
• Diagnose and resolve technical issues related to the company’s hardware and software offerings.
• Provide remote and occasional on-site product training and field service support.
• Remotely install and configure company software in customer environments.
• Coordinate with internal departments, including Service, Monitoring, and Engineering, to resolve customer issues and ensure timely follow-through.
• Maintain a strong working knowledge of the company's complete product line and continually develop product expertise.
• Identify recurring customer issues and contribute to support documentation, including manuals, technical bulletins, troubleshooting guides, and work instructions.
• Assist Engineering with testing and evaluating prototype hardware and software and provide feedback based on customer and field experience.
• Maintain accurate and timely records of customer interactions, troubleshooting activities, and resolutions.

• Associate degree in Electronics Technology, Engineering Technology, or a related technical fieldor equivalent hands-on technical experience.
• Experience intechnical customer service, product support, field service, equipment service, electronics, manufacturing, or a similar customer-facing technical role.
• Solid understanding of basic engineering and technical principles.
• Hands-on experience using basic electronic test equipment.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Comfortable working with computers and standard Microsoft Office applications.
• Basic understanding of computer networking and databases.
• Familiarity with customer support/ticketing systems and remote support tools.
• Ability to manage multiple customer issues and priorities while maintaining a high level of service.
• Self-motivated, dependable, and able to work independently.

• Experience supporting customers who use technical equipment, electronic products, industrial products, or specialized software.
• Experience providing customer training or product demonstrations.
• Experience troubleshooting electronic or electromechanical equipment.
• Experience working with CRM or customer support ticketing systems.
• Experience working with remote desktop or remote support tools.
• Previous field service or technical support experience.

We offer a competitive salary package of…