On-Site Technical Customer Support Specialist

BTech Inc.; Rockaway (NJ); On-site; USD 57,308,000 - 68,770,000; Full time

Benefits offered by this job

Health benefits

401K

Paid time off

Job summary

BTECH, Inc. is seeking a Technical Customer Service Specialist to deliver prompt, professional technical assistance via phone, email, and video conferences. You will diagnose hardware and software issues, provide remote and occasional on-site training, and coordinate with engineering and service teams to ensure timely resolutions.

The role emphasizes hands-on hardware/software familiarity, strong communication, and the ability to work independently while supporting customers in Rockaway, NJ.

Qualifications

• 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.

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.

Skills

Technical aptitude

Customer service

Troubleshooting

Communication skills

Independent work

Team coordination

Education

Associate degree in Electronics Technology

Engineering Technology

Related technical field or equivalent hands-on experience

Tools

Electronic test equipment

CRM software

Remote support tools

Remote desktop

Job description

BTECH, Inc. is seeking a Technical Customer Service Specialist to deliver prompt, professional technical assistance via phone, email, and video conferences. You will diagnose hardware and software issues, provide remote and occasional on-site training, and coordinate with engineering and service teams to ensure timely resolutions.

The role emphasizes hands-on hardware/software familiarity, strong communication, and the ability to work independently while supporting customers in Rockaway, NJ.