Virtual Support Technician

Lee Company • Franklin, TN

16h

About The Position

Lee Company offers complete facility solutions services of HVAC, plumbing, electrical, and preventative maintenance for commercial facilities throughout Tennessee, Alabama, and Kentucky. Our incredible team has built their reputation on trust, honesty, employee safety and excellence since 1944. Summary of Job: The Virtual Support Technician is responsible for on-boarding new Lee Support customers and technicians. This position requires working knowledge of the applications and user interfaces. Virtual Support Technician is responsible for downloading software to user provided devices, training external customers and internal technicians on the use of the applications. This role is responsible for the overall success of our technology platform both internal and externally, and to help develop ways to provide technical support through various channels (not limited to Xoi).

Requirements

• High School Diploma or greater
• Fundamental knowledge of applied sciences (Thermodynamics, Heat Transfer, Fluid Flow, Physics, etc.)
• A working familiarity and proficiency with Microsoft Office Suite products including Excel, Word, and PowerPoint and ability to be trained in use of the Company-specific applications and software
• Must have working knowledge and proficient with technology Microsoft systems
• Must possess excellent time management skills
• Must have the ability to juggle multiple tasks
• Must be able to deal with difficult people
• Must have excellent organizational skills
• Must be able to work well with other technicians and tradesman
• Analytical – Collects and researches data; Uses intuition and experience to complement data
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
• Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others
• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; solicits customer feedback to improve service
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings
• Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret information
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to other’s views; Contributes to building a positive team spirit; Puts success of team above own interests
• Leadership – Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others
• Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
• Cost Consciousness – Works within approved budget; Develops and implements cost saving measures; Conserves organizational resources
• Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values
• Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions
• Safety and Security – Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions
• Attendance and Punctuality – Is consistently at work and on time
• Language Skills: Ability to read and interpret documents such as safety rules, and control diagrams. Requires the ability to organize and keep report documents in an organized and readable format
• Computer Skills: To perform this job successfully, an individual should have knowledge of Windows operating system as well as BAS engineering software. Individual must also have a basic understanding of IT networks and protocols

Nice To Haves

• Experience with HVAC / Plumbing industry preferred with good understanding of construction practices
• Knowledge of XOI hardware and software
• Knowledge of DST and the sound partner program
• Knowledge of Lee Stat and user interface
• Knowledge of electrical circuits
• Experience with Building Code Interpretation and Application preferred
• A working vocabulary of the building/construction trades preferred

Responsibilities

• on-boarding new Lee Support customers and technicians
• downloading software to user provided devices
• training external customers and internal technicians on the use of the applications
• responsible for the overall success of our technology platform both internal and externally
• help develop ways to provide technical support through various channels (not limited to Xoi)

Benefits

• Comprehensive health, dental, and vision insurance, plus free virtual primary care, mental health, and urgent care services for employees and their family members.
• Earned Wage Access (EWA) – access a portion of your earned pay before payday, 401(k) company match, HSA contributions, and company-paid life and long-term disability insurance.
• Company-supported volunteer opportunities to make a real impact.
• Free trade training through Lee Company University (LCU), paid time off (PTO), and career growth opportunities.
• Paid time off (PTO), holidays, and Chaplain services for support when you need it.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees