Technical Support Representative

We’re Growing! Join ContactUs Communications

Tech Support Representative (Onsite)

ContactUs Communications is expanding and seeking Tech Support Representatives to support an exciting client program. These roles are straightforward and ideal for individuals who are comfortable with computers, enjoy helping customers, and can navigate systems efficiently. If you’re detail-oriented, customer-focused, and enjoy problem-solving, this could be a great fit.

📍 Location

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

🗓 Training & Schedule

• Training Start Date: May 11, 2026
• Training Hours: Monday–Friday, 11:30 a.m. – 8:00 p.m. EST
• No weekends required 🎉

💡 Position Overview

As a Tech Support Representative, your primary responsibility will be assisting customers with new A/C product registrations and routing service tickets for product-related issues. You will guide customers through the registration process within the CRM system, ensure information is entered accurately, and submit tickets to service centers when new product issues arise. This role requires strong computer skills, attention to detail, and the ability to navigate systems efficiently.

🛠 Key Responsibilities

• Register new A/C products accurately within the CRM system
• Walk customers through the product registration process step-by-step
• Create and submit service tickets to service centers for new product issues
• Assist customers via phone, email, chat, and written correspondence
• Assess customer needs quickly and provide clear, effective solutions
• Demonstrate strong system navigation and critical thinking skills when resolving issues
• Deliver customer service with patience, professionalism, and a solution-focused mindset
• De-escalate challenging situations using empathy and clear communication
• Escalate unresolved issues to appropriate internal teams when needed
• Maintain adherence to scheduled shifts, breaks, and lunches
• Perform additional duties as assigned

✅ Required Qualifications

• High school diploma or GED required (some college preferred)
• 6–12 months of technical support, call center, or customer service experience preferred
• Strong computer skills with the ability to navigate multiple systems efficiently
• Critical thinking skills and attention to detail
• Typing speed of at least 25 WPM
• Strong verbal communication and active listening skills
• Ability to remain calm and professional in fast-paced or challenging situations
• 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
• Consistent achievement of 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.