Senior Technical Support & Customer Care Specialist

Gentex Corporation

Hauppauge (NY)

On-site

USD 52,000 - 68,000

Full time

14 days+

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Benefits offered by this job

Profit-sharing bonuses

401K match (5%)

World-class benefits

Employee stock purchase program

Job summary

Gentex Corporation is seeking a Customer Service Representative II to provide advanced customer service and technical support. You’ll troubleshoot, handle escalations, and assist in training Level 1 staff.

Role involves responding to inquiries via phone, email, and tickets, offering installation guidance, and processing warranty claims. You may assist with product testing and documentation as part of ongoing improvements.

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.
Familiarity with CRM tools (Zendesk, AS400, etc.)

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.
Other duties as assigned.