Technical Support Representative

We’re Growing! Join ContactUs Communications

Tech Support Representative (Onsite)

ContactUs Communications is expanding and looking for experienced Tech Support Representatives to support an exciting client program. If you enjoy solving problems, helping customers, and working in a team-focused environment—this could be the role for you!

Location

Onsite: 111 Roberts Rd, Suite 400
Grindstone, PA 15442

Training & Schedule

• Training Start Dates: February 2, 2026

• Training Hours: Monday–Friday, 8:00 a.m. – 4:30 p.m. EST

• NO WEEKENDS!

About the Role

As a Tech Support Representative, you will provide exceptional technical support and product registration assistance to customers in a courteous, professional, and solutions-focused manner. You’ll use a variety of tools and systems to troubleshoot issues, educate customers, and deliver a positive support experience every time.

Key Responsibilities

• Assist customers via phone, email, chat, and written correspondence

• Diagnose and explain equipment operation, faults, and components

• Read and interpret wiring schematics and flow diagrams

• Understand basic automotive A/C service procedures

• Deliver customer service using a “kid-gloves” approach with a positive, solution-oriented mindset

• Assess customer needs quickly and provide proactive solutions

• De-escalate challenging situations with professionalism and empathy

• Escalate unresolved issues to appropriate departments when needed

• Actively listen, ask clarifying questions, and communicate clearly

• Maintain schedule adherence, including breaks and lunches

• Meet performance expectations including:

  • Average Handle Time: Under 10 minutes (600 seconds)

  • Quality Score: 90% or higher

• Perform other duties as assigned

✅ Required Qualifications

• High school diploma or GED (some college preferred)

• Minimum of 6–12 months of technical support or related experience preferred

• Strong typing skills (25 WPM or more)

• Excellent verbal communication and active listening skills

• Ability to remain calm and professional in challenging situations

• Strong problem-solving and multitasking abilities

• Proficiency with computers, phone systems, and Microsoft Word & Excel

• Must be:

  • 18 years of age or older

  • Authorized to work in the United States

  • Able to pass a criminal background check

Performance Expectations

• Reliable attendance and punctuality

• Adherence to scheduled shifts, breaks, and lunches

• Maintain required quality and efficiency standards

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement:

ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.