Remote Service Technician

Insight Global; Teaneck Township (NJ); Remote; USD 42,000 - 68,000; Full time

Job summary

Insight Global in Teaneck, NJ is seeking a customer support specialist to serve as the first point of contact for product and technical issues, handling inquiries via phone and email.

You will diagnose issues, access customer computers remotely, document steps, collaborate with internal teams, and participate in on-site training. Some travel may be required as you grow in the role. Strong communication and tech troubleshooting skills are essential.

Qualifications

• 1+ year of customer service or related role preferred, but open to entry-level.
• Strong verbal and written communication skills.
• Comfortable working at a computer, answering emails, and assisting customers over the phone.
• Experience troubleshooting hardware, software, peripherals, or connectivity issues.
• Experience supporting customers remotely and via phone.

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 escalate 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.
• Occasional travel as the employee progresses within the role.

Skills

Strong verbal and written kommunicatio

Customer service experience

Technical troubleshooting

Remote support

Ticketing system experience

Problem-solving

Communication skills

Fast-paced environment

Tools

Ticketing system

Job description

Job Description

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 escal...
• When neededParticipate 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

Skills & Requirements

• -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
• -Previous technical support, help desk, desktop support, or product support 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

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].