Senior Tech Support & Escalations Lead

Gentex Corporation

Hauppauge (NY)

On-site

USD 42,000 - 64,000

Full time

14 days+

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Job summary

VOXX is seeking a Customer Service Representative II to deliver advanced customer service and technical support to consumers, dealers, and installers. The role emphasizes resolving complex product issues, supporting escalations, and training Level 1 staff.

Responsibilities include troubleshooting, responding to inquiries via phone, email, and tickets, and contributing to knowledge-base content. You will work to identify trends and help improve processes while supporting testing of new products

Qualifications

1-3 years of customer service or technical support experience.
Proficiency with Microsoft Office and customer support systems.
Strong troubleshooting, communication, and organizational skills.

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.
Perform ad hoc projects as directed by management.