Technical Support Representative jobs in Trenton, NJ

Poolside Tech is a leading provider of innovative pool automation products that enhance the pool ownership experience. We are dedicated to delivering high-quality, user-friendly solutions to our customers. We are currently seeking a skilled and motivated Phone Technician to join our technical support team and assist customers with configuring our pool automation products over the phone.

Key Responsibilities:

Customer Support:

• Provide expert technical support to customers via phone, email, and chat channels.
• Listen actively to customer inquiries and distill complex issues into clear, actionable configuration items.
• Guide customers through step-by-step troubleshooting processes to identify and resolve product configuration issues.

Quality Assurance:

• Assist QA team in testing hardware and software.

Product Knowledge:

• Develop and maintain an in-depth understanding of our pool automation products and their configurations.
• Stay updated on the latest product features, updates, and troubleshooting techniques.

Documentation:

• Create detailed and user-friendly documentation, including FAQs and troubleshooting guides, to assist customers in resolving common issues independently.

Collaboration:

• Collaborate effectively with other team members, escalating complex issues to higher levels of technical support when necessary.
• Provide valuable feedback to the product development team based on customer interactions to improve product usability and reliability.

Customer Satisfaction:

• Ensure high levels of customer satisfaction by addressing customer concerns with empathy and professionalism.
• Work towards meeting and exceeding customer support metrics and targets.

Qualifications:

• Technical background with a strong understanding of electronic devices and home automation systems.
• Excellent communication skills, both verbal and written.
• Ability to distill complex technical issues into clear and understandable language for customers.
• Patience and empathy when dealing with customers facing technical challenges.
• Strong problem-solving skills and attention to detail.
• Previous experience in technical support or customer service, preferably in the home automation or electronics industry, is a plus.
• High school diploma or equivalent.
• Experience in Home Automation, Electrical, Plumbing, or HVAC projects is a plus.
• Must have the ability to:
• Work independently.
• Good communication skills.
• Have good multi-tasking, organizational, and time-management skills.
• Follow instructions.
• To work overtime as needed.

• Dependable and predictable attendance is required.
• Have an interest in working in an entrepreneurial, small to mid-sized business environment.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: No less than 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday

Work Location: In person