Technical Support Technician Jobs in New Jersey

About the Role

TOPDON is a fast-growing automotive diagnostic technology company, providing professional scan tools, battery testers, jump starters, TPMS tools, key programming devices, and ADAS calibration equipment to technicians and consumers worldwide. Our E-Commerce team manages customer relationships across Amazon, our direct-to-consumer website, and other online retail channels.

As a Hotline Technical Support Representative, you will be the first point of contact for customers purchasing TOPDON products through e-commerce channels. You will handle inbound phone calls, emails, and chat inquiries, providing technical troubleshooting, product guidance, warranty support, and order assistance. This role requires a customer-first mindset, solid technical aptitude, and the ability to explain complex automotive diagnostic concepts clearly to users of all skill levels.

Key Responsibilities

Customer Technical Support

· Manage inbound and outbound calls via the US local hotline, offering one-on-one professional technical support to customers via phone call, email, and live chat for e-commerce orders.

· Provide technical troubleshooting for TOPDON products including OBD-II scan tools, battery testers, jump starters, TPMS tools, key programmers, and related accessories.

· Guide customers through product setup, registration, software updates, Wi-Fi/Bluetooth pairing, and account activation.

· Diagnose and resolve common technical issues such as connection failures, software errors, vehicle compatibility questions, and hardware malfunctions.

· Explain automotive diagnostic concepts (DTC codes, OBD-II protocols, ECU communication, reset functions) in clear, non-technical language.

· Document all customer interactions, issues, and resolutions in the CRM / helpdesk system with accuracy and completeness. Regularly organize and summarize frequently encountered technical problems for process optimization.

· Escalate complex or unresolved technical issues to the senior support team or engineering department with detailed case notes.

· Strictly comply with e-commerce platform rules and the company’s service SOPs and meet KPIs including but not limited to call resolution rate, customer satisfaction, and call quality inspection criteria.

E-Commerce & Order Support

· Assist customers with order status, shipping tracking, delivery issues, and address changes for Amazon and direct website orders.

· Process warranty claims, returns, exchanges, and replacements in accordance with company policy and platform rules.

· Handle product registration, warranty activation, and proof-of-purchase verification.

· Manage Amazon buyer-seller messaging, feedback, and review responses in a timely and professional manner.

· Coordinate with the warehouse and logistics team to resolve shipping damages, missing items, or incorrect orders.

· Identify and report recurring product issues, packaging problems, or listing inaccuracies to the e-commerce and product teams.

Product Knowledge & Process Improvement

· Maintain up-to-date knowledge of all TOPDON products, features, specifications, and vehicle coverage.

· Contribute to and maintain internal knowledge base articles, FAQs, troubleshooting guides, and customer-facing support documentation.

· Participate in product training sessions and new product launches to stay current with technical updates.

· Provide feedback on customer pain points, common issues, and feature requests to help improve products and customer experience.

· Meet or exceed individual KPIs including first response time, resolution rate, customer satisfaction (CSAT), and call/chat quality scores.

Requirements

Required

· High school diploma or equivalent; Associate’s or Bachelor’s degree preferred.

· 1+ years of customer service, technical support, call center, or retail experience.

· Strong verbal and written communication skills with a professional, patient, and customer-friendly phone manner.

· Technical aptitude and ability to quickly learn new software and electronic devices.

· Basic understanding of automotive systems, OBD-II, or vehicle diagnostics is a strong plus.

· Proficiency in Windows, web browsers, email, CRM/helpdesk software, and standard office applications.

· Ability to multitask between phone, email, and chat while maintaining attention to detail.

· Problem-solving mindset and ability to follow troubleshooting procedures systematically.

· Ability to work standard business hours with rotational weekend or peak-season coverage as needed.

· Authorized to work in the United States without sponsorship.

Preferred (Plus)

· Bilingual in English and Spanish (highly preferred for serving the US automotive aftermarket).

· Experience using Amazon Seller Central, Zendesk, Freshdesk, Salesforce, or similar CRM/helpdesk platforms.

· Hands-on experience with automotive scan tools, battery testers, or diagnostic equipment.

· Background in automotive repair, parts, retail, or dealership customer service.

· Experience with e-commerce customer support, returns management, or warranty processing.

· Familiarity with WordPress, Shopify, or e-commerce platform operations.

· ASE certification or automotive technical training is a plus.

Pay: $42,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Referral program
• Retirement plan
• Vision insurance

Work Location: In person