Product Support Technician

2 months ago

Moorestown, United States Employment Solutions of New York, Inc. Full time

Job Overview:

We are seeking a dedicated Level 1 Product Support Technician to join our team. In this role, you will provide first-tier support to external customers, assisting them with a range of inquiries related to equipment and software.


Key Responsibilities:

- Deliver top-notch support to city staff and fee collection terminal owners through live chat, email, and phone.

- Troubleshoot issues for equipment owners, responding promptly to inbound multi-channel support requests from customers and distributors.

- Investigate and isolate reported issues, verifying their causes.

- Escalate unresolved support cases as necessary.

- Manage the activation and deactivation of equipment, SIM cards, and EMV readers.

- Provide user administration support and manage back-office configurations for equipment and users.

- Assist customers in building and scheduling reports.

- Help coordinate parts orders, including identifying correct part numbers.

- Take on additional projects or tasks as requested by leadership.


Qualifications:

We are looking for team players with the following qualifications:

- Minimum of 2 years of experience in a high-traffic customer service environment with multi-channel support.

- Proficiency in troubleshooting hardware issues.

- Familiarity with programming, 12-volt DC electrical systems, solar charging systems, and wireless modems is a plus.

- Experience with electronic vending systems and credit card processing is desirable.

- Required help desk experience (non-IT).

- Proficient in using web-based applications and MS Office products.

- Excellent verbal and written communication skills.

- Strong problem-solving, troubleshooting, and research abilities.

- Willingness to cover rotating after-hours, weekend, and on-call shifts as needed.


If you're a motivated individual with a passion for customer support and a knack for problem-solving, we encourage you to apply

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