Customer Service Technician Support

Insight Global; Teaneck Township (NJ); On-site; USD 45,000 - 60,000; Full time

Job summary

Insight Global is seeking a customer support professional to serve as the first point of contact for clients needing product or technical assistance. You will manage inquiries via a shared inbox and provide remote troubleshooting by phone and email.

The role emphasizes strong communication, problem-solving, and the ability to work in a fast-paced customer-facing environment. Onsite training is provided, with travel as needed.

Qualifications

• Entry-level friendly role; 1+ year in customer service preferred but strong entry-level candidates considered.
• Excellent verbal and written communication skills.
• Comfortable working on a computer, answering emails, and assisting customers over the phone.
• Ability to prioritize requests coming through a shared inbox.
• Technically inclined and willing to learn hardware/software troubleshooting.
• Able to remotely access a customer's computer to diagnose and resolve issues.
• Strong problem-solving skills with a methodical, question-driven approach.
• Able to work in a fast-paced, customer-facing environment.
• Willing to complete onsite training and travel as needed.

Responsibilities

• Serve as the first point of contact for customers needing product or technical support.
• Manage customer inquiries through a shared email inbox, ensuring timely, accurate responses.
• Provide customer support and troubleshooting over the phone and via email.
• Remotely access doctors’/customers’ computers to diagnose and troubleshoot issues.
• Assist with troubleshooting hardware, software, and connectivity problems.
• Document customer issues, steps taken, and resolutions.
• Collaborate with internal teams to escalate more complex issues.
• Participate in onsite technical and product training to deepen product knowledge.
• Maintain a professional, patient, and customer-focused demeanor.
• Accept occasional travel as the role grows.

Skills

Customer service

Strong communication

Problem solving

Time management

Remote support

Tools

Ticketing system

Remote desktop tools

Job description

Job Description

• -1+ year of customer service, customer support, help desk, or related experience preferred, but open to strong entry-level candidates
• -Strong verbal and written communication skills
• -Comfortable spending the majority of the day working on a computer, answering emails, and assisting customers over the phone
• -Ability to effectively manage and prioritize requests coming through a shared email inbox
• -Technically inclined and comfortable learning how to troubleshoot hardware and computer-related issues
• -Comfortable remotely accessing a customer's computer to walk through and resolve issues
• -Strong problem-solving skills with the ability to ask the right questions and work through an issue step-by-step
• -Comfortable working in a fast-paced, customer-facing environment
• -Willing and able to complete technical training onsite
• -Open to occasional travel as they grow within the position

Nice to Have Skills & Experience

• -Experience troubleshooting hardware, software, peripherals, or connectivity issues
• -Experience working with a ticketing system or shared customer support inbox
• -Experience supporting customers in the medical device, healthcare technology, electronics, or equipment industries
• -Experience providing remote technical assistance to non-technical users

Day-to-Day Responsibilities

• Serve as a first point of contact for customers needing product or technical support
• Manage customer inquiries through a shared email inbox, ensuring requests are responded to accurately and in a timely manner
• Provide customer support and troubleshooting over the phone and via email
• Remotely access doctors’/customers’ computers to diagnose and troubleshoot technical issues
• Assist with troubleshooting hardware, software, and connectivity-related problems
• Document customer issues, troubleshooting steps, and resolutions
• Work closely with internal team members to elevate more complex technical issues when needed
• Participate in onsite technical and product training to develop knowledge of the company's equipment
• Maintain a professional, patient, and customer-focused approach when working through technical issues
• Opportunity for occasional travel as the employee progresses within the role