We are looking for a customer-focused Support Specialist to join our team. You will be responsible for taking support calls and emails from commercial users of our Surveyor Product line, our web-enabled Energy Management System. To be successful in this role, you must haver strong communication skills, working well in a team and striving to always provide a good customer experience are necessary for this position. Pay Range: $18.64/hr - $27.99/hr

Position Responsibilities May Include

• Provide prompt and courteous response to calls coming into the Technical Support Center phone system.
• Guide customers by providing clear and concise instructions to resolve technical problems or how to use the product.
• Log all calls and incidents into the CRM module to track information and assist follow up by other team members.
• May conduct virtual modeling for troubleshooting and provide resolution
• Help explain control related questions
• May attend specialized training to become more expert in specific equipment lines
• Keep up to date on new models, new features and wifi equipment.
• Collaborate with team members to share successful troubleshooting techniques.
• Provide recommendations on selecting the proper thermostat, wiring and HVAC equipment compatibility.
• Guide customers on installation and use of various mobile and web applications
• Identify opportunities to improve all aspects of the customer support experience.
• Perform other related job duties as assigned
  
  

Nature And Scope

• Use scripts when applicable to address common support tasks.
• Collaborate with other team members to solve issues before escalation to other channels.
• Problems faced are not typically difficult nor complex
  
  

Knowledge And Skills

• Excellent communication and interpersonal skills.
• Ability to troubleshoot in depth service issues via phone.
• At least an intermediate proficiency level in Excel, Word and PowerPoint.
• Comfortable with using web applications including browsers and Customer Relationship Management software.
• Comfortable with using a hard (physical device) or a soft (via desktop computer) phone system.
• Ability to effectively present information and respond to questions from management and customers.
• Ability to work in a technically dominated environment: engineering, contracting and construction.
• Self-starter with the ability to work both independently and within a team.
• Ability to effectively communicate ideas and properly describe problems and solutions.
• Ability to effectively handle multiple tasks, time management and prioritization skills.
• Well-developed planning, organization, analytical, and decision-making skills
• Ability to produce clear, timely and concise documentation and have well-developed problem-solving skills
  
  

Experience

• 1 year of experience in a technical support role or HVAC background preferred
  
  

Education

• High School Diploma or GED Equivalent
• Vocational Certification / Degree preferred
  
  

People Management: No

Physical Requirements / Working Environment

• Must be able to perform essential responsibilities with or without reasonable accommodations.
• Required regularly to sit, talk, and listen.
• Required to stand, walk, use hands to pick up, handle or feel and reach with arms.
• Ability to read and analyze written information on a computer terminal. Close vision and the ability to adjust focus are necessary.
• Must be able to work beyond normal work hours as necessary.
• Working Conditions – noise level in the work environment is usually quiet to moderate.
  
  

Reports To

• Manager, Technical Support Center
  
  

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.