What are the responsibilities and job description for the Technical Support Specialist – ZoneFirst position at Trolex Corporation?
Overview
We are seeking a Technical Support Specialist who will serve as the first point of contact for contractors and field technicians needing product support. This individual will provide expert troubleshooting over the phone, primarily related to our zoning control panels and damper systems. A strong understanding of HVAC systems, electrical wiring, and customer communication is essential.
Key Responsibilities:
· Answer inbound technical support calls from contractors, distributors, and installers.
· Diagnose and troubleshoot issues related to zoning control panels, actuated dampers, pressure sensors, and other components.
· Walk callers through wiring diagrams, system configurations, and setup procedures.
· Maintain detailed logs of support calls and resolutions in our CRM or ticketing system.
· Collaborate with engineering and product teams to escalate complex issues or identify recurring product feedback.
· Assist in the creation and refinement of technical documentation, FAQs, and training material.
· Provide feedback to R&D or QA teams on recurring product concerns or improvement opportunities.
Qualifications:
· 2 years of experience in technical support, installation, or service is desired but not mandatory. (zoning experience a plus).
· Working knowledge of HVAC electrical wiring, control systems, and diagnostic tools.
· Excellent communication and phone etiquette; patient and professional under pressure.
· Ability to read and interpret wiring schematics and installation manuals.
· Familiarity with Microsoft Office and basic CRM/ticketing systems.
· Bilingual (English/Spanish) a plus.
Preferred Traits:
· Strong problem-solving mindset with attention to detail.
· Customer-first attitude with the ability to translate technical issues into clear, actionable guidance.
· Capable of working independently and managing multiple calls effectively.
Job Type: Full-time
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
Ability to Commute:
- Randolph, NJ 07869 (Required)
Ability to Relocate:
- Randolph, NJ 07869: Relocate before starting work (Preferred)
Work Location: In person
Salary : $50,000 - $55,000