Product Support Technician

Big Ass Fans•Lexington, KY

5d•Onsite

About The Position

At Big Ass Fans, we're on a mission to make the world safer, healthier, and more productive, and our Product Support team plays a key role in delivering on that promise. Our highly trained technicians provide expert assistance to customers and installation partners, ensuring they get the most reliable, effective performance from our products. Based at our Corporate Headquarters, the Product Support Technician offers technical guidance and troubleshooting via phone and email. By helping customers resolve issues quickly and confidently, you directly contribute to making their environments safer, healthier, and more productive. If you thrive on problem‑solving and love turning a customer’s day around, this role could be a perfect match!

Requirements

Ability to work a consistent Monday–Friday schedule; multiple shift options available
Highly motivated, with a strong commitment to exceeding customer expectations through effective troubleshooting
Four-year degree in a related field or equivalent relevant experience required
Strong problem‑solving skills required
Ability to excel in a fast-paced environment while maintaining high customer satisfaction

Nice To Haves

Minimum of 2 years of direct customer-facing experience in a technical sales or technical support role preferred
Experience with building automation systems and industrial electronics is a plus
Mechanical aptitude and a general understanding of electrical applications strongly beneficial
Experience working in Salesforce and E10.1 is a plus
Spanish-speaking skills are a significant advantage

Responsibilities

Diagnose and resolve complex technical, mechanical, and electrical issues through phone and email support.
Identify root causes of product issues and provide clear, effective resolutions.
Manage a high volume of inbound support calls (up to 30+ per day).
Communicate emerging product issues, trends, or observations to Quality Control.
Recognize recurring problems and contribute to developing preventative solutions.
Maintain a positive, solutions‑focused attitude to ensure consistently high customer satisfaction.
Accurately update and maintain customer information within internal databases.
Collaborate with Shipping and Production teams to help ensure accurate, on‑time deliveries.

Benefits

Onboarding activities, including a 4-day FANdamentals training to learn about our brand and products.
Core software and security training.
Support workflows, and service standards.
Guidance and supervision of a senior Product Support Technician.
Customer interactions with increasing independence and confidence.
Established SOPs and service standards.
Full (or near‑full) support workload independently while maintaining accuracy, professionalism, and high service quality.
Average handle time (AHT) of 15 minutes or less.
Team’s average phone support wait time stays at 2 minutes or less.
Average case age of 5 days or less through timely follow‑up and resolution.
First contact resolution rate of 90% or higher.
CSAT score of 4.5 or above.