Technical Support Specialist - Service Center Support

CEF Solutions Inc.; New Jersey; Hybrid; USD 60,000 - 80,000; Full time

Job summary

CEF Solutions Inc. seeks a Technical Support Specialist to assist customers via phone, email, or chat—diagnosing product issues, guiding troubleshooting steps, and ensuring effective resolution. Hands-on repair experience is essential, though the role does not involve on-site repairs.

The role emphasizes remote diagnostics and collaboration with service experts to refresh repair guidelines, with training on repairing relevant brand product lines and a strong focus on customer satisfaction.

Qualifications

• 5+ years of hands-on home appliance repair experience.
• Certification to repair home appliances required.
• Experience repairing R600 refrigerators strongly preferred.
• Experience in customer service, call center, and related roles preferred.
• Technologically adept at using multiple systems and new tools.

Responsibilities

• Diagnose and troubleshoot product issues remotely, providing step-by-step guidance.
• Guide service technicians on parts and procedures for completing repairs remotely.
• Leverage hands-on repair experience to deliver accurate, practical solutions.
• Coordinate with service experts to refresh repair procedures and guidelines.
• Receive full training for repairing relevant brand's product lines.
• Record interactions, issues, and resolutions in the CRM system.
• Ensure service quality by meeting customer satisfaction and response time standards.

Skills

Troubleshooting

Communication

Time management

Customer service

Education

Appliance repair certification

Tools

CRM software

Ticketing systems

Warranty processes

Job description

CEF Solutions is a global consulting and outsourcing company founded in the U.S. in 2015. We provide Shared Services, CX/Contact Center, BPO, Workforce Solutions, and Operations Consulting services to global clients.

Headquartered in New Jersey, CEF operates across the U.S., Korea, the Philippines, and the Dominican Republic.

Company website:

www.CEF.inc

Job Description:

We are looking for a Technical Support Specialist to deliver customer support on behalf of our service centers. The role focuses on assisting customers via phone, email, or chat - diagnosing product issues, guiding them through troubleshooting steps, and ensuring effective resolution. Although this position does not involve hands-on repair, prior repair experience is essential to provide accurate and reliable support.

Key Responsibilities:

• Diagnose and troubleshoot product issues remotely, providing clear step-by-step guidance.
• Guide service technician on required parts and proper procedure for completing repair remotely.
• Leverage prior hands-on repair experience to deliver accurate and practical solutions.
• Regularly coordinate with service experts to refresh repair procedures and guidelines.
• Receive full training for repairing relevant brand's product lines.
• Record interactions, reported issues, and resolutions in relevant CRM system.
• Ensure service quality by meeting customer satisfaction and response time standards.

Qualifications & Requirements

• 5+ years of hands-on home appliance repair experience required.
• Certification to repair home appliances required
• Experience repairing R600 refrigerators strongly preferred.
• Previous experience in customer service, call center, and other related job functions is strongly preferred.
• Technologically adept at using multiple systems and new tools.
• Extremely organized and fully able to multi-task - will be expected to monitor and support several concurrent support cases daily.
• Strong troubleshooting and diagnostic skills, with the ability to clearly explain technical issues to customers.
• Excellent verbal and written communication skills.
• Knowledge of CRM platforms, ticketing systems, and warranty processes.

Other Qualifications:

• Must be legally authorized to work in the U.S. without restrictions
• Willing to work in a hybrid setup, combining remote and on-site work in New Jersey.