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

Job summary

BTECH, Inc. in Rockaway, NJ is seeking a Technical Customer Service Specialist who blends strong customer service with hands-on technical aptitude. You will be the primary contact for external customers needing help using, troubleshooting, and maintaining our hardware and software products.

This on-site, full-time role requires clear communication, problem-solving, and a customer-first mindset. You will diagnose issues, provide remote/onsite support, and document solutions to help the team

Qualifications

• Associate degree in Electronics Technology or Engineering Technology or equivalent hands-on experience.
• Experience in technical customer service, product support, or field service.
• Hands-on experience using basic electronic test equipment.
• Strong analytical, troubleshooting, and problem-solving abilities.

Responsibilities

• Provide prompt technical assistance to customers via phone, email, ticketing, and video conferencing.
• Listen to customers, diagnose issues, and guide solutions in clear, simple terms.
• Diagnose and resolve hardware/software issues and provide remote/onsite support.
• Maintain product knowledge and document solutions for internal knowledge bases.
• Coordinate with internal teams to ensure timely problem resolution.
• Record customer interactions and troubleshooting activities accurately.

Skills

Technical customer service

Troubleshooting

Clear communication

Independent work

Education

Associate degree in Electronics/Engineering Technology

Tools

Electronic test equipment

MS Office basics

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.

• 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