Remote Technical Support

Job Overview

Responsibilities

• Provide first-line technical support to customers and field technicians via phone, email, and other digital communication channels.
• Diagnose, troubleshoot, and resolve issues related to a wide range of HVAC systems and products.
• Clearly and patiently guide users through step-by-step solutions for common technical problems.
• Accurately document all support interactions, technical issues, and resolutions within our company's record-keeping system.
• Escalate complex or unresolved issues to senior technical staff in a timely and efficient manner.
• Develop and maintain a deep understanding of our product portfolio and service offerings.
• Contribute to the creation and maintenance of our knowledge base, including FAQs and technical guides.

Qualifications

• Demonstrable experience in a technical support or customer service role, preferably within the HVAC industry.
• Strong technical knowledge of heating, ventilation, and air conditioning systems is essential.
• Excellent analytical and problem-solving skills with a logical approach to troubleshooting.
• Superior verbal and written communication skills, with the ability to explain complex technical information to a non-technical audience.
• Proficiency in using helpdesk software and CRM systems.
• A self-motivated individual with the ability to work independently in a remote setting.
• A professional and patient demeanour, dedicated to achieving high levels of customer satisfaction.
• Relevant industry certifications (e.g., NATE) are highly desirable but not required.

Pay

The offered compensation for this role is between $25.00 - $42.00 USD per hour, dependent on experience and qualifications.

Schedule

This is a Full-Time, remote position for a candidate based in the United States.