Appliance Service Support Technician (100% REMOTE)

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Posted 3 days ago United States Salary undisclosed
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Job Description

Yale Appliance is a leading retailer in Massachusetts and has been named one of the best places to work by the Boston Business Journal and the Boston Globe, as well as being named Best of Boston over 13 times. We are currently seeking an Appliance Service Support Technician to help support the Service business. This role will be 100% remote and responsible for reviewing every service call, assisting field technicians with answers, and supporting other internal departments as needed.

The ideal candidate must be able to handle and prioritize multiple duties at once and be a proven "self-starter". 10+ years of experience as an Appliance Repair Technician is required. Must be detail-oriented, very organized, and comfortable working in a fast-paced environment.

This position is fully remote. Interested applicants must be able to work either 8:00am - 4:30pm (EST) or 9:00am - 5:00pm (EST), Monday - Friday.

_ Duties/Responsibilities _

The Remote Service Support Technician (SST) will provide technical support in the diagnosis and repair of appliances. The SST will focus on decreasing multiple trips and increasing customer satisfaction by daily review of all service calls to pre-diagnose, order parts, and provide technical support to Field Service Technicians and Yale customers. Will also support additional internal departments as needed.

The SST will be required to take incoming emails and calls (phone or video) from Service Technicians for technical appliance diagnosis and repair support. Will also provide direct technical support to customers via phone, video, email, or chat.

Provide technical repair support and solutions to Field Service Technicians and internal departments by accepting inbound phone calls in a queue.
Responsible for chat sessions from the website to support customers who are directly requesting service assistance. Provide answers if able or guide customers to appropriate department for assistance.
Communicate with colleagues and customers in a professional, courteous, and patient manner, recognizing the potential difference in technical knowledge and remaining clear and articulate in all responses.
Daily review of service requests to pre-diagnose repairs and order required repair parts.
Manage email inbox and ensure appropriate response to all messages in a timely fashion.
Identify trending areas of improvement with support departments (Customer Service, Sales, etc.) and contribute feedback regarding training and procedures to ultimately minimize the number of requests sent to the SST.
Assist in developing metrics and goals (trips saved, etc.) to ensure success in the position.

_ Qualifications _

10+ years' experience diagnosing and repairing home appliances.
Ability to read schematics, blueprints, diagnostic manuals and perform internet research.
Ability to effectively multi-task; simultaneously manage numerous duties and tasks.
Capable of delivering work products within deadlines in a high stress and volume environment.
Excellent verbal and written communication skills including good grammar and a well-modulated speaking voice. Ability to maintain self-control and composure in difficult situations.
Ability to provide clear and easily understood instructions (in English) over the phone and in writing.
Excellent interpersonal skills, mature judgment, and ability to work well with others in a high-pressure, fast-paced environment. Cooperative and positive attitude toward customers, employees and Management.
Proficient in problem solving. Able to analyze complex scenarios and find workable solutions in a rapidly changing work environment quickly and effectively.
Proficient in Microsoft Windows, Microsoft Office (Word, Outlook, Excel, Teams, etc.) computer systems, telephone, and related business equipment.
Must be punctual and able to maintain good attendance.
Proper and professional in-home working environment in a quiet atmosphere.
Ability to perform job duties with minimal supervision.
Ability to work required days and hours.
Ability to work flexible hours including evenings, weekends, holidays and overtime as required.

Job Type: Full-time

Pay: From $30.00 per hour

401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Parental leave
Vision insurance
8 hour shift
Monday to Friday
Supplemental pay types:
Bonus pay

Application Question(s):
Will you be able to work M-F, either 8am-4:30pm or 9am-5pm, EASTERN STANDARD TIME?

Appliance repair: 10 years (Required)

Work Location: Remote