Tech Support Rep

Description

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.

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.

ADDITIONAL RESPONSIBILITIES:

-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.

Requirements

QUALIFICATIONS AND EDUCATION 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

PREFERRED SKILLS:

-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

ADDITIONAL NOTES:

-Other Job Duties as assigned

-Position reports directly to Sales Manager

-Offers of employment are contingent upon successfully passing a background screening, including a

criminal background check, a review of motor vehicle record, and verification of social security number.

-Physical work location setting- Office and in person. Most of the day spent on the phone and computer.