Technical Product Support Specialist

AprilAire • Madison, WI

1d • Hybrid

About The Position

Due to a recent promotion from this role to our Training team, we are looking for another customer service professional! 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.
Just a few reasons to apply:
Competitive salary and benefits
Work from home: 1 day per week after meeting performance goals
Free downtown parking/near UW-Madison: 130 S. Ingersoll, Madison, WI 53703
Schedule: Monday–Friday 8:30am–5:15pm (no weekends!)
Team culture: One team approach with team camaraderie, potlucks, and social events
Training: 8 weeks of dedicated paid training with regular ongoing product training to sharpen your skills
Career growth: This role is a strong stepping stone within AprilAire. Team members have advanced into senior roles such as Senior Technical Product Support Specialist, as well as careers in Sales, Product Management, Marketing, Training, and more. It’s a proven feeder position that opens the door to multiple career paths across the organization.

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

Nice To Haves

• You have an Associate's or Bachelor's degree in any concentration (not required)

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

Benefits

• Competitive salary and benefits
• Work from home: 1 day per week after meeting performance goals
• Free downtown parking/near UW-Madison: 130 S. Ingersoll, Madison, WI 53703
• Schedule: Monday–Friday 8:30am–5:15pm (no weekends!)
• Team culture: One team approach with team camaraderie, potlucks, and social events
• Training: 8 weeks of dedicated paid training with regular ongoing product training to sharpen your skills
• Career growth: This role is a strong stepping stone within AprilAire. Team members have advanced into senior roles such as Senior Technical Product Support Specialist, as well as careers in Sales, Product Management, Marketing, Training, and more. It’s a proven feeder position that opens the door to multiple career paths across the organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees