Technical Support Specialist

NOTE: This will be an in-person position at our Moorestown, NJ location.

Coastal Source strives to create the most durable and high-performance outdoor living products on the market. We are proud of the products we create and our team that stands behind them. We are working to build a world-class experience for our customers.

We are looking for a Technical Support Specialist who is a problem solver, is fascinated by the way things operate, appreciates quality products and insists on quality service. As a representative of the company to our clients, this role thrives on exceeding the expectations of customers by patiently providing step-by-step solutions tailored to each individual.

About You

As a Coastal Source Technical Support Specialist, you’ll be supporting all our varied outdoor products, from high performance outdoor speakers to rack amplifiers to landscape lighting fixtures to LEDs. As an essential customer point of contact, you’ll be the friendly voice of Coastal Source, providing world-class customer service, troubleshooting and providing technical support. We will depend on you to listen to our customers and use your technical expertise, creativity, and passion to meet their needs. You will provide phone-based technical support to our customers as you actively identify, isolate, and solve their issues. You will take ownership of open issues to ensure the customer feels like they are a part of the Coastal Source family.

Key Qualifications

• Minimum 2 years of technical troubleshooting expertise or proven technical ability
• High school diploma or GED equivalent; associate degree a plus
• Experience supporting customers via phone, email, chat, and/or in person
• Creative troubleshooter who is driven to go the extra mile to solve an issue
• Passionate about customer service and owning the customer experience to provide complete issue resolution
• Analyzing, isolating, and resolving multiple complex issues
• Able to easily adapt communication to different customer types
• Excellent verbal and written communication skills
• Willing to contribute to a family-like team in a fast-paced, open-office environment
• Able to independently multitask, organize, and prioritize tasks
• Able to investigate technical solutions while speaking with customers
• Strong time management skills with the ability to prioritize new tasks
• Adept at acquiring skills with an eagerness to learn and take on new challenges
• Computer and smartphone experience
• Ability to lift and carry up to 75 pounds, although most components to be lifted throughout the day are 30 pounds or less (with the occasional need to lift as much as 75 pounds), with or without reasonable accommodation
• Ability to alternatively sit, stand, push, pull, lift, and walk about the office/warehouse, with or without reasonable accommodation

What You’ll Do

Top Priorities:

• Answer all in-bound technical support and product question phone calls, emails, web chats, and video/audio calls over the internet
• Be a primary resource for all-things technical support and troubleshooting
• Identify product or service issues, and resolve them as quickly as possible
• Listen to and align with all dealer concerns and strive to repair any relationship issues
• Continue to deepen knowledge of Coastal Source lighting and audio products to present professional and detailed answers to phone, email, and chat requests
• Create and maintain all warranty/RMA requests with accurate dealer information and specific notes
• Minimize unanswered Tech Support phone calls and call back missed calls/voicemails as quickly as possible.
• Check all orders that require checking, following up with dealer and/or staff as needed
• Share product specification sheets, warranty details, and other technical resources as needed
• Proactively contact dealers regarding questions on orders placed through the dealer site
• Actively engage territory Sales Reps when needed for dealer issues and order inquiries

Additional Priorities:

• Physically inspect and log QC of all incoming lighting, audio, and cabling shipments
• Assist in the creation of product support documentation and making sure it remains up to date
• Create White Papers and other instructional material for installers and dealers
• Create instructional/troubleshooting video content (Loom/ Zoom Clips) for installers and dealers

Coastal Source is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state or local law.

Coastal Source participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Job Type: Full-time

Pay: $21.50 - $28.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Application Question(s):

• How many years of technical troubleshooting expertise do you have?

Education:

• Associate (Preferred)

Language:

• English (Required)

Ability to Commute:

• Moorestown, NJ (Required)

Work Location: In person

Salary : $22 - $28