Technical Support - Level II
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Technical Support - Level II
Title:Technical Support - Level II
Job Title: Technical Support - Level II
Location: Moorestown, NJ
Shift: 1st (Full-Time)
The position requires strong customer service skills, and the ability to troubleshoot over the phone. They must also be able to work well in a team environment. Essential attributes include excellent communication and interpersonal skills and the ability to multitask and remain focused in high-pressure situations. In addition, must be highly self-motivated, have a positive attitude, be resourceful, and enthusiastic about customer service.
- Provide technical support to sales representatives, installers, contractors, distributors, engineers and architects for purposes of educating and promoting company’s products.
- Troubleshoot water heater products and issues via the phone, being able to clearly detect problems and pinpoint accurate solutions to get the unit running properly.
- At the technical level, possess the ability to identify, research, and resolve contractor/end user installation and product use issues.
- Ability to clearly identify business vs. technical problems and either resolve or escalate appropriately.
- Enter product warranty information into the system and enter comprehensive notes into our system on every unit discussed.
- Follow-up with customer issues in a timely manner.
- Assist fellow technicians with high priority technical questions.
- Answer emails from company website in regards to product information and troubleshooting.
- Complete any miscellaneous tasks/projects assigned by your supervisor.
- 1+ year of customer service, phone support and/or related experience plus a minimum of 2 years of technical troubleshooting experience
- High School Diploma or equivalent.
- Ability to articulate product information concisely to all levels of customers: end-user, contractor, distributor, engineers and architects.
- Strong customer service skills.
- Familiar with Microsoft Office applications, particularly Microsoft Outlook.
- Availability to work any of the 7 days a week (including Holidays), and be flexible to work additional overtime when deemed necessary by Supervisor.
- Experience with HVAC hands-on field work.
- Completion of HVAC training/certificate program, or related field
- Experience in a call-center environment.
- A drive to help others and those that enjoy the troubleshooting puzzle.
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