Hotline Technical Support Representative Topdon USA Inc - 1.0 Fairfield, NJ Job Details Full-time $42,000 - $55,000 a year 8 hours ago Benefits Health savings account Health insurance Dental insurance 401(k) Employee assistance program Vision insurance 401(k) matching Employee discount Flexible schedule Life insurance Referral program Retirement plan Qualifications Live chat Email customer support Texting/chatbox tools Phone communication Equipment troubleshooting English Windows High school diploma or GED IT support Desktop applications Customer support CRM system proficiency Productivity software Technical Proficiency Ticketing system technical support Client interaction via phone calls Full Job Description 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