HVAC Remote Technical Support From Home

TEKsystems•Irvine, CA

1d•$21 - $22•Hybrid

About The Position

They will provide training with their products and services. This role involves providing technical support to sales representatives, installers, contractors, distributors, engineers, and architects to educate and promote the company's products. The primary function is to troubleshoot water heater products and issues via phone, accurately identifying problems and providing solutions to ensure units operate correctly. The role requires the ability to identify, research, and resolve installation and product use issues at a technical level.

Requirements

1+ year of customer service, phone support and/or related experience plus a minimum of 2 years of technical troubleshooting experience
High School Diploma or equivalent.
Ability to articulate product information concisely to all levels of customers: end-user, contractor, distributer, engineers and architects.
Strong customer service skills and team player
Occasional job site visits for troubleshooting.
Familiar with Microsoft Office applications, particularly Microsoft Outlook.
Availability to work any of the 7 days a week (including Holidays), and be flexible to work additional overtime when deemed necessary by Supervisor.

Nice To Haves

Familiar with the tankless industry.
Strong customer service skills, and the ability to troubleshoot over the phone.
Ability to work well in a team environment.
Excellent communication and interpersonal skills.
Ability to multitask and remain focused in high-pressure situations.
Highly self-motivated, have a positive attitude, be resourceful, and enthusiastic about customer service.
Experience with or knowledge of HVAC systems do not need hands-on field work.
Completion of HVAC training/certificate program, or related field
Experience in a call-center environment.
Knowledge of Navien products or the tankless industry.
A drive to help others and those that enjoy the troubleshooting puzzle.
Bilingual skills a plus; Spanish, French, Mandarin or Korean

Responsibilities

Provide technical support to sales representatives, installers, contractors, distributors, engineers and architects for purposes of educating and promoting company’s products.
Troubleshoot water heater products and issues via the phone, being able to clearly detect problems and pinpoint accurate solutions to get the unit running properly.
At the technical level, possess the ability to identify, research, and resolve contractor/end user installation and product use issues.
Ability to clearly identify business vs. technical problems and either resolve or escalate appropriately.
Enter product warranty information into the system and enter comprehensive notes into our system on every unit discussed.
Follow-up with customer issues in a timely manner.
Assist fellow technicians with high priority technical questions.
Answer emails from company website in regards to product information and troubleshooting.
May be asked or assigned to assist non-English speakers, speakers of other languages, or be part of a Spanish call queue.
Complete any miscellaneous tasks/projects assigned by your supervisor.