Product Support Specialist (Burn Season Flex)

Position Details

Starting Pay: $19.00-$21.00 per hour (based on skills & experience)
Shift details: 8:30 AM – 3:00 PM Monday – Friday
Seasonally: September to March / Reduced hours during the off months (4 hours per week)

HHT Benefits

• Paid Time Off
• Paid Holidays during Burn Season
• Access to Earnings On a Daily Basis
• 401k with company match
• Health Care: medical, dental, and vision
• Additional Benefits: Quarterly Profit Sharing (Eligible after 1 year of service), Tuition Reimbursement (Eligible after 6 months of service), Paid Parental Leave (Eligible after 1 year of service), $10,000 Adoption / Surrogacy Reimbursement (Eligible after 1 year of service)

Role & Responsibilities

• Provide technical and directional assistance to internal and external customers on process and products manufactured by Hearth & Home Technologies (HHT).
• Aid customers via phone, email, and other support tools.
• Escalate necessary issues to Consumer Care Team Lead for direction or resolution.
• Work internally with outside sales force, product management and other departments to ensure customer satisfaction.
• Aid with technical and/or complex customer service problems.
• Research service part requirements applicable to unit based on model and serial number.
• Open, track, and close trouble tickets within HHT’s CRM systems; ensure problem ownership and promotes end-user satisfaction.
• Work in a cohesive team environment.

Qualifications

• High School diploma or equivalent
• Required - direct Customer Support or call center experience
• Salesforce knowledge is a plus
• Ability to employ proper customer handling techniques
• Possess troubleshooting and problem-solving skills
• Excellent oral and written communication skills
• Experience with Windows and Microsoft Office suite of programs
• Read, interpret, and understand blueprints and dimensional drawings
• Fluent in English; Preferred- Spanish and/or French languages ability is a plus