REMOTE WORK FROM HOME * Support the customer and field technicians * Process information in response to inquiries/concerns/requests for technical help using company supported applications and platforms * Troubleshoot service requests and advise on appropriate action * Answer incoming service requests professionally * Enter service request information into database from phone calls or emails * Research questions using database and team members input * Process and resolve customer complaints * Review service call requests from clients, review systems online, and adjust or repair to avoid dispatching field techs * Identify problems, troubleshoot and make decisions to bring issues to conclusion * Interact with contractors at remote locations working on mechanical equipment * Complete EMS service calls and redirect to higher level techs as needed * Prepare reports based on clients specifications * Perform schedule changes in Energy Management software * Review Energy Management alarms, resolve or redirect to appropriate resource * Other duties as may be required and specified by management * Strong computer skills and Microsoft Office proficiency * Customer service experience * Strong keyboard skills * Strong communication and organizational skills * Excellent verbal and written communications skills * Ability to prioritize and complete a variety of simultaneous tasks * Technical and problem-solving skills * HVAC/building control/electrical systems knowledge and experience a plus * Attention to detail * Ability to work under pressure * Work well on cross-functional teams * Highly motivated with personal initiative * Able to work in a remote setting without distractions * Self-motivated and works well independently * Excellent communication skills * Strong Microsoft Office/computer skills