Technical Product Support Specialist

AprilAire•Madison, WI

5d•Onsite

About The Position

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.

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

Associate's or Bachelor's degree in any concentration

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
Near the Capitol building and near UW-Madison: 130 S. Ingersoll, Madison, WI 53703
Free downtown lot parking
Bike path friendly (Capitol City Trail) with indoor bike storage available
Bus line accessible such as A, B, and C lines
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, Engineering, Marketing, Training, and more. It’s a proven feeder position that opens the door to multiple career paths across the organization.