Technical Customer Service Specialist (Rockaway, NJ)

BTech Inc.; Rockaway (NJ); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Health benefits

401K

Paid time off

On-site Rockaway

Competitive salary

Job summary

BTECH, Inc. seeks a Technical Customer Service Specialist to serve as the primary contact for customers needing help using and troubleshooting hardware and software. This on-site role in Rockaway, NJ requires strong customer service paired with hands-on technical ability.

You will diagnose issues, provide remote and occasional on-site training, and work with internal teams to ensure timely resolutions. A technical background and customer-facing experience are essential.

Qualifications

• Associate degree in Electronics Technology or related field.
• Experience in technical customer service, product support or field service.
• Solid understanding of basic engineering and technical principles.
• Hands-on experience with basic electronic test equipment.

Responsibilities

• Provide prompt and professional technical assistance via phone, email, ticketing, and video (Teams/Zoom).
• Listen to customers, understand concerns, ask troubleshooting questions, and guide through solutions.
• Diagnose and resolve hardware/software issues.
• Provide remote and occasional on-site product training and field service support.
• Remotely install and configure company software in customer environments.
• Coordinate with Service, Monitoring, and Engineering to resolve issues.
• Maintain knowledge of the product line and develop expertise.
• Identify recurring issues and contribute to support documentation.
• Assist Engineering with testing and feedback from field experience.
• Maintain accurate records of interactions and resolutions.

Skills

Customer service

Technical aptitude

Troubleshooting

Communication

Problem solving

MS Office

Networking basics

Remote support

Education

Associate degree in Electronics Tech

Tools

CRM systems

Remote desktop

Ticketing system

Job description

Technical Customer Service Specialist (Rockaway, NJ)

We are seeking aTechnical Customer Service Specialistwho combines strong customer service skills with hands-on technical aptitude. In this role, you will be the primary point of contact for external customers who need assistance using, troubleshooting, and maintaining our hardware and software products. We are looking for acustomer service professional with technical ability, not an IT help-desk specialist. This position is full time on site in Rockaway, NJ.

The successful candidate will be someone who:

• Enjoys helping people and takes pride in providing an excellent customer experience.
• Is comfortable working directly with customers who may be experiencing technical problems.
• Can explain technical information in a simple, patient, and understandable way.
• Is naturally curious and enjoys figuring out how things work.
• Approaches problems logically and methodically.
• Can learn complex products and become a knowledgeable resource for customers.
• Is comfortable working with both hardware and software.
• Takes ownership of customer issues and follows through until they are resolved.
• Can work independently while knowing when to involve other members of the team.

Responsibilities:

• Provide prompt and professional technical assistance to customers via phone, email, ticketing system, and video conferencing (Teams/Zoom).
• Listen to customers, understand their concerns, ask effective troubleshooting questions, and guide them through solutions in a clear and easy-to-understand manner.
• Diagnose and resolve technical issues related to the company’s hardware and software offerings.
• Provide remote and occasional on-site product training and field service support.
• Remotely install and configure company software in customer environments.
• Coordinate with internal departments, including Service, Monitoring, and Engineering, to resolve customer issues and ensure timely follow-through.
• Maintain a strong working knowledge of the company's complete product line and continually develop product expertise.
• Identify recurring customer issues and contribute to support documentation, including manuals, technical bulletins, troubleshooting guides, and work instructions.
• Assist Engineering with testing and evaluating prototype hardware and software and provide feedback based on customer and field experience.
• Maintain accurate and timely records of customer interactions, troubleshooting activities, and resolutions.

Required Skills and Experience

• Associate degree in Electronics Technology, Engineering Technology, or a related technical fieldor equivalent hands‑on technical experience.
• Experience intechnical customer service, product support, field service, equipment service, electronics, manufacturing, or a similar customer‑facing technical role.
• Solid understanding of basic engineering and technical principles.
• Hands‑on experience using basic electronic test equipment.
• Strong analytical, troubleshooting, and problem‑solving abilities.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Comfortable working with computers and standard Microsoft Office applications.
• Basic understanding of computer networking and databases.
• Familiarity with customer support/ticketing systems and remote support tools.
• Ability to manage multiple customer issues and priorities while maintaining a high level of service.
• Self‑motivated, dependable, and able to work independently.

Preferred Qualifications

• Experience supporting customers who use technical equipment, electronic products, industrial products, or specialized software.
• Experience providing customer training or product demonstrations.
• Experience troubleshooting electronic or electromechanical equipment.
• Experience working with CRM or customer support ticketing systems.
• Experience working with remote desktop or remote support tools.
• Previous field service or technical support experience.

What We Offer

We offer a competitive salary package of $20 - $24 an hour based on experience and education, health benefits (Medical, Dental, Vision, HRA, FSA, Company paid Life Insurance & AD&D, and 401K), paid time off, and a stimulating work environment.

BTECH, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This is a full time position