National Service Network – Technical Support Specialist

H. Betti Industries, Inc.; Carlstadt, Northern (NJ, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Casual work environment

Health, dental, vision benefits

Job summary

H. Betti Industries, Inc. seeks a National Service Network – Technical Support Specialist to serve as the first contact for amusement equipment service requests. You will troubleshoot, triage, and route cases to appropriate resources while maintaining detailed Salesforce documentation.

You will help improve response times, support technicians, and contribute to efficient repair operations by handling routine issues and escalating more complex ones as needed.

Qualifications

• Experience in technical support, help desk, field service, electronics, or amusement equipment.
• Strong problem-solving and troubleshooting skills.
• Ability to learn operation and components of amusement equipment.
• Experience with Salesforce or similar CRM system preferred.

Responsibilities

• Serve as first point of contact for technical support requests involving amusement equipment.
• Provide initial troubleshooting for common equipment and connectivity issues.
• Triage requests and determine resolution or escalation path.
• Resolve routine issues using documented procedures and internal resources.
• Escalate complex issues to technicians; monitor queues for timely follow-up.
• Maintain accurate case documentation in Salesforce and ensure status updates.

Skills

Customer support

Troubleshooting

Communication

Multitasking

CRM (Salesforce)

Tools

Salesforce

Job description

National Service Network – Technical Support Specialist

Location:

National Service Network – Technical Support Specialist

Summary

The National Service Network – Technical Support Specialist serves as the first point of contact for technical service requests related to amusement equipment. This position provides initial troubleshooting support, triages incoming National Service Network requests, and determines when issues can be resolved directly or require escalation to another technical resource. The role helps improve service response times and operational efficiency by resolving routine technical issues, maintaining accurate service documentation, and allowing experienced technicians to focus on more complex repairs and technical challenges.

Essential Duties and Responsibilities

• Serve as the first point of contact for National Service Network technical support requests involving amusement equipment.
• Provide initial troubleshooting assistance for common equipment, component, connectivity, and operational issues.
• Triage incoming service requests and determine the appropriate resolution or escalation path.
• Resolve routine technical issues using established troubleshooting procedures, available documentation, and internal resources.
• Escalate complex or unresolved technical issues to the appropriate technician or technical resource.
• Monitor Salesforce Premium case queues and ensure incoming requests receive timely attention and follow-up.
• Maintain accurate and detailed case documentation in Salesforce, including reported issues, troubleshooting steps, communications, case status, and resolution information.
• Follow up on open service cases to help ensure issues progress toward resolution and closure.
• Communicate professionally with customers, technicians, manufacturers, and internal teams regarding service issues and next steps.
• Identify recurring service issues and opportunities to improve troubleshooting procedures and support resources.
• Reduce technician workload by resolving routine support requests, allowing technicians to focus on complex equipment repairs, diagnostics, and higher-level technical issues.
• Develop working knowledge of the company’s amusement equipment, components, systems, and common technical issues.
• Perform additional responsibilities as assigned.

Qualifications

• Previous experience in technical support, help desk, field service, electronics, amusement equipment, or a related technical environment preferred.
• Advanced mechanical and electrical troubleshooting knowledge preferred.
• Strong problem-solving and troubleshooting skills.
• Ability to learn the operation and technical components of a variety of amusement equipment.
• Experience with Salesforce or another CRM/case management platform preferred.
• Strong verbal and written communication skills.
• Excellent organizational skills with the ability to manage and prioritize multiple service requests.
• Strong attention to detail and ability to maintain accurate technical and service documentation.
• Customer-service mindset with the ability to communicate technical information clearly and professionally.

Compensation and Benefits

• Competitive salary; commensurate with experience.
• Casual work environment.
• Paid Holiday, Vacation and Sick.
• Medical, Dental, Vision, FSA, 401(k) with match, and numerous other benefit options available.

Equal Employment Opportunity Statement

H. Betti Industries, 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.