Technical Support Representative II

Colonial Group; Holmdel Township (NJ); On-site; USD 42,000 - 64,000; Full time

Job summary

Colonial Group is seeking a Technical Customer Support Rep II to assist customers with basic technical support via email, phone, or chat. You will address inquiries related to installation, operation, troubleshooting, and maintenance, and document all interactions for quality assurance.

A foundational understanding of the company’s products is required, with escalation to senior teams for complex issues. In this role, you’ll provide preventive maintenance recommendations, engage with customers

Qualifications

• Good listening and problem-solving skills
• Strong communication abilities
• Ability to document interactions clearly

Responsibilities

• Provide basic technical support via email, phone, or chat
• Address customer inquiries about products and services including installation and troubleshooting
• Document interactions and actions taken for each support case
• Escalate complex issues to higher level support when needed

Job description

Technical Customer Support Rep II

Provides basic technical support and assistance to customers via e-mail, phone, or chat.

Addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance.

Provides customers with preventive maintenance and configuration recommendations. Documents support interactions, including details of inquiries, complaints, comments, and actions taken.

Possesses a basic understanding of the organization's products and services. Escalates more complex inquiries to a higher level support team.