On-site Technical Support Specialist role based in Moorestown, NJ, delivering world-class support for Coastal Source outdoor audio and lighting products.
Responsibilities
- Provide world-class technical support for Coastal Source outdoor audio and lighting products, listening carefully, guiding through step-by-step troubleshooting, and delivering tailored solutions with clear, timely, and professional communication.
- Handle inbound technical support inquiries via phone, email, and web chat, and promptly follow up on missed calls and voicemails.
- Diagnose product and service issues by identifying, isolating, and resolving problems as efficiently as possible.
- Apply technical expertise and creativity to walk customers through solutions and set realistic expectations.
- Provide specifications, warranty information, and technical resources to support installers and dealers.
- Contribute to creation and maintenance of support documentation, white papers, and short instructional or troubleshooting videos.
- Maintain dealer relationships by addressing concerns, verifying orders, and coordinating with Sales Representatives as needed.
- Initiate and track warranty and RMA requests with accurate dealer information and detailed notes.
- Inspect RMAs to identify failure points, recommend corrective actions, and complete repairs in a timely manner.
- Support quality control of incoming shipments and participate in process improvement initiatives.
- Participate in demo-van buildouts by wiring, programming, testing, and documenting.
Requirements
- At least 2 years of technical troubleshooting experience or demonstrated technical ability.
- Experience supporting customers via phone, email, chat, and in person.
- Strong verbal and written communication skills with the ability to adapt to different customer types.
- Creative, driven troubleshooter who goes the extra mile to fully resolve issues.
- Ability to analyze, isolate, and resolve multiple complex issues while remaining calm and organized.
- Comfort investigating technical solutions while actively speaking with customers.
- Solid time management and prioritization skills in a fast-paced environment.
- Tech-savvy with computers and smartphones; eager to learn new tools and products.
- Team-first mindset that thrives in an open-office, family-like culture.
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Overview
The Technical Support Specialist helps installers and dealers bring outdoor spaces to life with premium audio and lighting. If you enjoy troubleshooting, discussing technology with customers, and taking ownership from first contact to final fix, you will fit well on our Technical Support team.
About Coastal Source
Coastal Source is a leader in innovative outdoor audio and lighting solutions, trusted for delivering unforgettable experiences in outdoor spaces. Our mission is to wow customers with products that truly shine and sound.
Work Environment and Physical Requirements
This is an on-site role based in Moorestown, NJ. Expect regular sitting and computer/phone use, with periods of standing and occasional lifting of components up to 75 lbs (most lifts are 30 lbs or less). Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Application Questions
- How many years of experience do you have troubleshooting technical issues (hardware, audio, lighting, or similar systems)?
- How many years of experience do you have supporting products such as audio systems, lighting, or electronic equipment?
- How many years of experience do you have working directly with customers or clients?
- Will you now or in the future require sponsorship for employment?
- How many years of experience do you have providing technical support for electronic products via phone, email, or chat?
Ability to Commute
Moorestown, NJ 08057 (Required)
Work Location
In person
Compensation
The estimated base salary range for this position is between $23.00/hour and $26.00/hour. This range is a general guideline; final compensation is based on factors including role scope, experience, education, skills, and market considerations.
Pay
$23.00 - $26.00 per hour
