Product Support Specialist

2 weeks ago


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

We are seeking a dedicated and experienced Product Support Technician to join our team at Employment Solutions of New York, Inc. In this role, you will provide top-notch support to external customers, assisting them with a range of inquiries related to equipment and software.

Key Responsibilities
  • Deliver exceptional support to customers through live chat, email, and phone.
  • Troubleshoot issues for equipment owners, responding promptly to inbound support requests.
  • 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
  • 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.


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