Product Support Specialist (Burn Season Flex)

Hearth & Home Technologies, Inc.•Lake City, MN

47d•$19

About The Position

As a Hearth & Home Technologies Product Support Specialist (Burn Season Flex) in Lake City, MN, you will be responsible for providing prompt, professional and technical support to internal and external customers in response to a variety of technical and repair situations regarding gas, electric, pellet, and wood burning appliances. Position Details Starting Pay: $19.00+ 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 Starting Day 1 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) As a Hearth & Home Technologies Product Support Specialist (Burn Season Flex) in Lake City, MN, you will be responsible for providing prompt, professional and technical support to internal and external customers in response to a variety of technical and repair situations regarding gas, electric, pellet, and wood burning appliances. Positio

Requirements

High School diploma or equivalent
Required - direct Customer Support or call center experience
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

Nice To Haves

Salesforce knowledge is a plus
Preferred- Spanish and/or French languages ability is a plus

Responsibilities

Provide technical and directional assistance to internal and external customers on process and products manufactured by Hearth & Home Technologies (HHT).
Assist 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.
Assist 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