Tech Support Representative

The Tech Support Representative role at the Lakewood, New Jersey site focuses on delivering technical assistance to customers by phone and email, troubleshooting product issues, and guiding installation and usage. The position also involves creating instructional content and product demonstrations to help customers maximize value.

Job Overview

This onsite opportunity suits individuals who enjoy technology, swiftly learning new products, and assisting customers with problems. You will provide technical support to customers via phone and email, address product questions, troubleshoot basic issues, and help customers understand how to install and use the products we sell. The role also includes helping to produce simple product demonstration videos and other educational content to maximize customer outcomes.

Responsibilities

• Deliver technical support to customers via phone, email, and remote troubleshooting.
• Respond to how-to inquiries related to our products.
• Diagnose product configuration, installation, and connectivity problems.
• Assist customers with product setup, firmware updates, software configuration, and best practices.
• Recommend compatible products and suitable accessories for customers.
• Escalate advanced technical issues to manufacturers when necessary and monitor resolution progress.
• Test new products in-house to build familiarity and document common installation procedures.
• Create product demo videos, setup guides, FAQs, and instructional content.
• Collaborate with the sales team to ensure outstanding technical support before and after the sale.
• Continuously learn new technologies and stay current on product features, firmware releases, and industry trends.
• Maintain a professional, friendly, and customer-focused attitude.

Technologies

• Ubiquiti and TP-Link IP networking equipment (switches, routers, Wi-Fi access points)
• Surveillance and security camera systems
• Access control systems
• Intercom and video door entry systems
• Audio/Video distribution systems
• TCP/IP, DHCP, VLANs, and Wi-Fi
• IP cameras / CCTV and related low voltage wiring
• Structured cabling and fiber optics

Qualifications

• Strong interest in technology and troubleshooting.
• Comfort with learning new products and software.
• Excellent communication and customer service skills.
• Solid computer skills and attention to detail.
• Ability to explain technical information in simple terms.
• Experience with one or more of the following is preferred: Networking (TCP/IP, DHCP, VLANs, Wi-Fi), IP cameras and video surveillance, Access control systems, Intercom systems, Audio/Video systems, Low voltage wiring, IT support or help desk.
• Experience creating videos or tutorials is a plus.

What we're looking for

• Positive attitude and willingness to learn.
• Dependable and organized.
• Strong problem-solving skills.
• Team player who enjoys helping customers succeed.

Schedule

Monday through Thursday, 8:00 AM to 5:00 PM, with Friday from 8:00 AM to 12:00 PM.

Compensation

USD 23.00 to 25.00 per hour, based on experience.

Benefits

• 401(k)
• Paid time off

Application Questions

• Are you able to work onsite at our Lakewood, NJ office Monday through Thursday (8:00 AM to 5:00 PM) and Friday (8:00 AM to 12:00 PM)?
• Please describe any experience you have providing technical support or troubleshooting technology products, including networking, low voltage, security, access control, audio/video, or IT systems.
• Which of the following technologies have you worked with? (Select all that apply.)
• Networking (routers, switches, Wi-Fi)
• IP cameras / CCTV
• Access control
• Intercom systems
• Audio/Video
• Structured cabling
• Fiber optics
• None of the above