Senior Technical Support & Escalation Specialist

Gentex Corporation; Hauppauge (NY); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Profit-sharing bonuses

401K match

World-class benefits

Employee stock purchase program

Job summary

VOXX is seeking a Customer Service Representative II to provide advanced customer service and technical support to consumers, dealers, and installers. You will resolve complex issues, handle escalations, and assist in training Level 1 staff while contributing to documentation and process improvements.

The role emphasizes efficient issue resolution, clear multi-method communication, and maintaining confidentiality. A strong support-oriented mindset and CRM proficiency are key assets.

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 escalation point for Level 1 issues.
• Respond to customer calls, emails, and tickets.
• Provide product recommendations and installation support.
• Process warranty claims and out-of-warranty parts orders.
• Train and mentor Level 1 representatives.
• Create and maintain technical documentation and knowledge base articles.

Skills

Customer service

Technical support

Troubleshooting

Communication

Organizational skills

Microsoft Office

CRM tools

Education

High School Diploma or GED

Tools

Zendesk

AS400

CRM systems

Job description

VOXX is seeking a Customer Service Representative II to provide advanced customer service and technical support to consumers, dealers, and installers. You will resolve complex issues, handle escalations, and assist in training Level 1 staff while contributing to documentation and process improvements.

The role emphasizes efficient issue resolution, clear multi-method communication, and maintaining confidentiality. A strong support-oriented mindset and CRM proficiency are key assets.