Technical Support CSR

The Technical Support CSR will provide technical assistance and answer all incoming customer & installer questions, assisting them by troubleshooting problems. This associate must be able to learn our products and provide support via phone, teams or email to our installers and customers. We are looking for a self-motivated person who will take ownership of customer issues reported and see those problems through to resolution. Ideal candidates will be comfortable researching, diagnosing, troubleshooting, and identifying solutions to resolve any issues presented.

Supervisory Responsibilities:

• None.

Duties/Responsibilities:

• Identifies, investigates, and resolves customer/installer problems. Takes ownership of reported customer issues.
• Fields support calls, chat, email, and/or other communication from customers/installers with inquiries regarding units/products, controller programming, connectivity, etc.
• Commitment to documenting knowledge in the form of knowledge base tech notes and articles.
• Process orders received by checking data accuracy, and entering PO into company CRM.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with engineers to research and resolve problems.
• Collaborates with engineers to explain errors and/or recommend modifications in programs.
• Arranges service for warranty replacements for potential product issues.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient in CRM systems (e.g., Salesforce)
• Proficient with or the ability to quickly learn an array of products.

Education and Experience:

• High School Diploma or GED required
• Experience and background in HVAC Controls
• Significant work experience in HVAC technical support
• Aptitude for problem-solving
• Excellent client-facing/customer service skills
• Excellent written and verbal communication skills
• Ability to focus and follow-through to resolution of issues
• Ability to diffuse tension and work the issue at hand
• Ability to perform work accurately and thoroughly
• High attention to detail and self-motivation skills
• At least three years of experience in customer technical support highly preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.