Senior Tech Support & Escalation Lead

Gentex Corporation; Hauppauge (NY); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Profit-sharing bonuses

401K match 5%

World-class benefits

Employee stock purchase program

Job summary

Gentex Corporation seeks a Customer Service Representative II to provide advanced customer service and technical support to consumers, dealers, and installers. You will troubleshoot complex issues, respond to inquiries, and assist in training Level 1 representatives.

You may also process warranty claims, support testing of new products and firmware, and contribute to the knowledge base with technical documentation.

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.

Skills

Customer service

Troubleshooting

Communication

Organizational skills

Bilingual capabilities

Education

High School Diploma or GED

Tools

Zendesk

AS400

Microsoft Office

Job description

Gentex Corporation seeks a Customer Service Representative II to provide advanced customer service and technical support to consumers, dealers, and installers. You will troubleshoot complex issues, respond to inquiries, and assist in training Level 1 representatives.

You may also process warranty claims, support testing of new products and firmware, and contribute to the knowledge base with technical documentation.