Technical Customer Service Specialist

We are seeking a Technical Customer Service Specialist who combines strong customer service skills with hands-on technical aptitude. In this role, you will be the primary point of contact for external customers who need assistance using, troubleshooting, and maintaining our hardware and software products. 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.

The successful candidate will be someone who:

• 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.

Responsibilities:

• 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.

Required Skills and Experience

• Associate degree in Electronics Technology, Engineering Technology, or a related technical field or equivalent hands-on technical experience.
• Experience in technical 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.

Preferred Qualifications

• 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.

What We Offer
We offer a competitive salary package of $20 - $24 an hour based on experience and education, health benefits (Medical, Dental, Vision, HRA, FSA, Company paid Life Insurance & AD&D, and 401K), paid time off, and a stimulating work environment.

BTECH, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.