Technical Support Representative
1 week ago
Areyou a natural leader with a passion for problem-solving and customer service?Join our team as a Technical Support Representative Shift Lead, where you'lloversee a team providing 24/7/365 support for HVAC controls and buildingautomation systems. In this role, you'll ensure smooth operations, high-qualityservice, and efficient problem resolution while mentoring and guiding your teamto success.
What You'll Do:
CallCenter Leadership
- Leada team of technical support representatives in a fast-paced, 24/7/365 callcenter environment.
- Monitorand manage call center operations to ensure timely and professional customerresponses.
- Overseecall routing, task management, and escalation procedures to maintainefficiency.
- Assistin diagnosing and resolving HVAC controls and building automation system (BAS)issues remotely.
- Supportteam members in troubleshooting and resolving technical concerns.
- Collaboratewith programming and field service teams to resolve complex customer issues.
- Ensurecompliance with company protocols and industry best practices.
- Trainand mentor technical support representatives, keeping them up to date on technicalknowledge and customer service skills.
- Conductperformance evaluations and provide coaching to enhance team effectiveness.
- Fostera culture of teamwork, accountability, and continuous improvement.
- Analyzecall center performance metrics, customer feedback, and issue resolution timesto identify areas for improvement.
- Implementstrategies to improve service efficiency and customer satisfaction.
- Assistin generating reports on call center performance and technical issue trends.
- Workwith leadership to introduce new tools, technologies, and policies that enhanceoperations.
Education& Experience
- Workingknowledge of HVAC controls, building automation systems, or related technicalfields.
- 2+years of leadership or supervisory experience in a call center or technicalsupport environment.
- Familiaritywith Tridium, Distech EC-gfx, remote troubleshooting tools, and BAS programming.
- Understandingof network communication protocols such as BACnet, Modbus, and LonWorks.
- Experienceusing CRM and ticketing systems for call management.
- Proficiencyin Microsoft Office Suite (Excel, Word, Outlook).
- Strongleadership and team management skills.
- Excellentproblem-solving and analytical abilities.
- Outstandingcustomer service and communication skills.
- Abilityto work in a high-pressure, fast-paced environment with shifting priorities.
- Willingnessto work flexible hours, including nights, weekends, and holidays as needed.
- Shiftdifferentials for night/weekend coverage.
- Comprehensivebenefits package - health, dental, vision insurance, and 401(k) with companymatch.
- Paidtime off and holiday pay to maintain work-life balance.
- Ongoingtraining and professional development to help you grow in your career.
- Competitivesalary based on experience
- BasePay: $30.00 - $40.00 - Commensurate with experience. This range represents a general guideline; however, several factors areconsidered when determining base pay offers such as the scope andresponsibilities of the position and the candidate's experience, education,skills, and current market conditions.
Shiftwork may be required (nights, weekends, or holidays based on needs).
Thisis an exciting opportunity to lead a team that keeps buildings running at peakefficiency. If you're ready to take your leadership and technical skills to thenext level, apply today
Asthe leader in complete solutions for Building Automation Systems, SmartBuilding Technologies, a Fidelity Building Services Group company, helpsbuilding engineers, building managers, and building owners operate efficientlythroughout Maryland, Virginia, and Washington, D.C.
Ourspecialty is reinvigorating buildings with aged and outdated systems. Forbuildings with old systems, we provide the most comprehensive overhaul ofinefficient systems in the industry. We do this by monitoring and correctingareas of the existing system that are losing heat and energy, before connectingall components to a central automated control mechanism to ensure the highestlevel of energy efficiency.
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