Technical Product Support Specialist

About the role

We are currently seeking someone who has the ability to learn our products and apply problem solving skills as a Technical Product Support Specialist. You will utilize your problem-solving and listening skills to their fullest extent by supporting our HVAC clients and customers as they call in seeking product support.

Responsibilities

• Delivering excellent customer service, product/technical support and product specification within a fast-paced environment
• Listening to your customers (which include HVAC professionals and homeowners) and asking questions to get to the root of the problem
• Steering through product support problems with customers including post-sale troubleshooting, installation guidance, and maintenance resolutions
• Providing guidance and answering product specifications such as thermostats (including Wi-Fi), ventilation, humidifiers/dehumidifiers, etc
• Multitasking within an email queue to provide technical support and answer general product questions
• Completely resolving the customer's problem including clarifying the concern, determining the cause of the concern and then selecting and explaining the best solution
• Learning, growing, and deepening your understanding of indoor air quality solutions
• Multitasking while on a call or email by documenting transactions into CRM system

Requirements

• Comfortable working onsite 4-5 days per week
• Naturally curious; you want to solve a problem and learn more
• Deep understanding of good customer service
• Ability to learn technical aspects about a product (we provide training and one on one support)
• Good typing and computer skills
• Written and verbal troubleshooting skills

Qualifications

A bonus if you have an Associate's or Bachelor's degree in any concentration (not required).

Benefits

• Competitive salary and benefits
• Work from home: 1 day per week after meeting performance goals
• Free downtown lot parking
• Bike path friendly (Capitol City Trail) with indoor bike storage available
• Bus line accessible such as A, B, and C lines
• 8 weeks of dedicated paid training with regular ongoing product training to sharpen your skills
• Career growth opportunities, with potential to advance into senior roles or other careers within the organization

Schedule

Monday-Friday 8:30am-5:15pm (no weekends!)