Advanced Tech Support & Escalations Specialist

Gentex Corporation; Hauppauge (NY); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Profit-sharing bonuses

5% 401K match

World-class benefits

Employee stock purchase program

Job summary

VOXX is seeking a Customer Service Representative II to provide advanced customer service and technical support for consumers, dealers, and installers. You will troubleshoot complex issues, handle escalations, and mentor Level 1 staff.

Responsibilities include answering calls, emails, and tickets, recommending products, processing warranty claims, and aiding in testing and documentation. Training and process improvements are also part of the role.

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 an 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

Troubleshooting

Communication

Organizational skills

Education

High School Diploma or GED

Tools

Microsoft Office

Zendesk

AS400

Job description

VOXX is seeking a Customer Service Representative II to provide advanced customer service and technical support for consumers, dealers, and installers. You will troubleshoot complex issues, handle escalations, and mentor Level 1 staff.

Responsibilities include answering calls, emails, and tickets, recommending products, processing warranty claims, and aiding in testing and documentation. Training and process improvements are also part of the role.