Technical Support Specialist

The National Service Network within Betson Enterprises is seeking a Technical Support Specialist to serve as the first point of contact for technical service requests involving amusement equipment. This role focuses on initial troubleshooting, request triage, routine issue resolution, and escalation of complex cases, while keeping Salesforce documentation current.

Key Responsibilities

• Act as the first point of contact for National Service Network technical support requests related to amusement equipment.
• Provide initial troubleshooting for common equipment, component, connectivity, and operational issues.
• Triages incoming service requests and determine the appropriate resolution or escalation route.
• Resolve routine technical issues using established troubleshooting procedures, available documentation, and internal resources.
• Escalate complex or unresolved technical issues to the appropriate technician or technical resource.
• Monitor Salesforce Premium case queues and ensure requests receive timely attention and follow-up.
• Maintain accurate, detailed case documentation in Salesforce, including reported issues, troubleshooting steps, communications, case status, and resolution details.
• Follow up on open service cases to support progress toward resolution and closure.
• Communicate professionally with customers, technicians, manufacturers, and internal teams regarding service issues and next steps.
• Identify recurring service issues and opportunities to improve troubleshooting procedures and support resources.
• Reduce technician workload by handling routine support requests so technicians can focus on complex repairs, diagnostics, and higher-level technical issues.
• Develop working knowledge of the company’s amusement equipment, components, systems, and common technical issues.
• Perform additional responsibilities as assigned.

Required and Preferred Qualifications

• Previous experience in technical support, help desk, field service, electronics, amusement equipment, or a related technical environment preferred.
• Advanced mechanical and electrical troubleshooting knowledge preferred.
• Strong problem-solving and troubleshooting skills.
• Ability to learn the operation and technical components of a variety of amusement equipment.
• Experience with Salesforce or another CRM/case management platform preferred.
• Strong verbal and written communication skills.
• Excellent organizational skills with the ability to manage and prioritize multiple service requests.
• Strong attention to detail and ability to maintain accurate technical and service documentation.
• Customer-service mindset and the ability to explain technical information clearly and professionally.

Tools and Technologies

• Salesforce
• Salesforce Premium
• CRM
• Case management platform

Benefits

• Competitive salary, commensurate with experience.
• Casual work environment.
• Paid Holiday, Vacation and Sick.
• Medical, Dental, Vision, FSA, 401(k) with match, and numerous other benefit options available.
• 401(k) matching
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program

Application Information

Base salary expectations: What are your base salary expectations for this position?

Work Location

Onsite in Carlstadt, NJ.