Advanced Tech Support Escalations Specialist

Gentex Corporation; Hauppauge (NY); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Profit-sharing bonuses

401(k) match

World-class benefits

Employee stock purchase program

Job summary

VOXX is seeking a Customer Service Representative II to provide advanced support to consumers, dealers, and installers, resolving complex issues and guiding Level 1 colleagues.

You will troubleshoot advanced product and installation problems, handle escalations, process warranty claims, create knowledge base articles, and mentor junior agents while driving process improvements. Strong communication and CRM proficiency are essential to enhance customer satisfaction and loyalty.

Qualifications

• 1–3 years of customer service or technical support experience.
• Strong troubleshooting, communication, and organizational skills.
• Proficiency with Microsoft Office and customer support systems.

Responsibilities

• Troubleshoot advanced product, installation, and technical issues.
• Serve as escalation point for issues not resolved by Level 1 representatives.
• Respond to customer phone calls, emails, and support tickets.
• Provide product recommendations, application guidance, and installation support.
• Process warranty claims and out-of-warranty parts orders.
• Assist with testing new products, firmware, and product improvements.
• Create and maintain technical documentation and knowledge base articles.
• Train and mentor Level 1 representatives.
• Identify trends and recommend process improvements.
• Perform ad hoc projects as directed by management.
• Other duties as assigned.

Skills

Customer service

Technical support

Troubleshooting

Microsoft Office

CRM tools

Zendesk

AS400

Bilingual

Education

High School Diploma or GED

Tools

Zendesk

AS400

Job description

VOXX is seeking a Customer Service Representative II to provide advanced support to consumers, dealers, and installers, resolving complex issues and guiding Level 1 colleagues.

You will troubleshoot advanced product and installation problems, handle escalations, process warranty claims, create knowledge base articles, and mentor junior agents while driving process improvements. Strong communication and CRM proficiency are essential to enhance customer satisfaction and loyalty.