Tech Support Rep

Tjernlund Products Inc•White Bear Lake, MN

1d•Onsite

About The Position

PRIMARY ROLE: This role is heavily customer service-focused, providing support and technical assistance to customers in the HVAC industry on a variety of venting and ventilation products. Position will help customers troubleshoot issues, select the appropriate products, and guide them through installation and application best practices. This position will also assist in customer support through planned and pro-active customer follow-up.

Requirements

High school diploma or equivalent required; 2+ years of college education preferred, especially with an emphasis on HVAC, electrical systems, or mechanical trades.
Strong attention to detail, organizational, and time management skills
Ability to work independently and collaboratively in a fast-paced environment
Good communication and interpersonal skills, including the ability to simplify complex information to customers

Nice To Haves

Strong problem-solving skills
Technical aptitude and the ability to translate complex information into clear and helpful guidance to customers
Willingness to learn HVAC product details
Patience
Strong listening skills
Ability to ask open ended questions to seek solutions to technical problems
Ability to use company communication devices, accurately enter data into a personal computer, and answer telephones in a professional manner.
Ability to manage multiple customer interactions effectively and efficiently

Responsibilities

Respond to phone, email, and online inquiries related to product selection, application, troubleshooting, and technical support.
Provide exceptional customer service by understanding customer needs, asking open-ended questions, and offering effective solutions.
Proactively follow up with customers to ensure satisfaction and issue resolution.
Monitor and participate in industry forums, chat rooms, and social media discussions to provide insights and assistance on HVAC-related topics.
Assist with responding to social media postings related to product tips, troubleshooting guidance, and industry trends.
Maintain accurate records of customer interactions and reported issues.
Utilize Microsoft 365 program software for documentation and communication.
Maintain a professional and patient demeanor, understanding that customers are often calling for urgent help.
Collaborate with internal teams to suggest and develop improved customer support tools and resources.
Use mathematical and technical comprehension skills to assist customers with sizing, airflow calculations, and installation considerations.
Stay updated on industry trends, product updates, and new HVAC technologies to better assist customers.