Senior Technical Support & Escalations Specialist

Gentex Corporation; Hauppauge (NY); Presencial; USD 52 000 - 78 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Profit-sharing bonuses

401K match

World-class benefits

Employee stock purchase program

Resumo da oferta

Gentex Corporation in Hauppauge, NY is seeking a Customer Service Representative II to provide advanced support to consumers, dealers, and installers. You will troubleshoot complex product issues, respond to inquiries, and assist in training Level 1 staff.

You will handle warranty processing, contribute to product testing, and develop knowledge base materials while identifying trends for service improvements. This role emphasizes accuracy, initiative, and collaborative problem solving.

Qualificações

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

Responsabilidades

• Troubleshoot advanced product, installation, and technical issues.
• Serve as an escalation point for Level 1 issues.
• Respond to customer calls, emails, and support tickets.
• Provide product recommendations, guidance, and installation support.
• Process warranty claims and out-of-warranty orders.
• Assist with testing new products, firmware, and improvements.
• Create and maintain technical documentation and knowledge base articles.
• Train and mentor Level 1 representatives.
• Identify trends and suggest process improvements.
• Perform ad hoc projects as directed by management.

Conhecimentos

Customer service

Technical support

Troubleshooting

Communication

Organizational skills

Microsoft Office

CRM systems

Formação académica

High School Diploma or GED

Ferramentas

Zendesk

AS400

Descrição da oferta de emprego

Gentex Corporation in Hauppauge, NY is seeking a Customer Service Representative II to provide advanced support to consumers, dealers, and installers. You will troubleshoot complex product issues, respond to inquiries, and assist in training Level 1 staff.

You will handle warranty processing, contribute to product testing, and develop knowledge base materials while identifying trends for service improvements. This role emphasizes accuracy, initiative, and collaborative problem solving.