Technical Support Professional
1 day ago
We are a leading energy management company committed to reducing global carbon emissions. As a Technical Support Associate-HVAC/R, you will play a key role in diagnosing and troubleshooting our technology, systems, and equipment with customers and third-party vendors.
Our mission is to provide complete energy-saving solutions for our customers. With zero upfront investment, we install, monitor, and manage a combination of patented technologies, equipment upgrades, and proprietary energy software to deliver outstanding results.
As part of our team, you will contribute to our goal of energy-saving solutions by researching and identifying solutions to various problems related to energy-saving solutions, including HVAC systems, refrigeration systems, metering, etc.
Key Responsibilities- Diagnose and troubleshoot technical issues with customers and third-party vendors.
- Track customer issues through to resolution within agreed time limits.
- Communicate with clients and third-party vendors through phone, email, or chat application.
- Properly escalate unresolved issues to internal teams (e.g., software developers).
- Provide prompt and accurate feedback to customers.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at once.
- Follow up with clients to ensure equipment is fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in notes and manuals.
- Deliver training to vendors on systems, processes, and technologies.
To succeed in this role, you will require industry-specific certification in HVAC, Refrigeration, or Electrical, as well as hands-on field experience with HVAC, refrigeration, and electrical systems.
You must have strong troubleshooting and organizational skills, along with creative problem-solving abilities and excellent customer service. A minimum of 5 years of relevant experience in a customer-focused position involving technical knowledge of a company's products and services is also required.
Professional written and interpersonal skills are necessary when communicating with customers and clients. A competitive salary range of $65,000 - $78,000 USD based on factors including level of experience, skillset, qualifications, and location is offered, along with a full benefits package including medical, dental, vision, 401K, life insurance, and disability insurance.
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