Remote Technical Support

Job Overview

A-Better Heat & Air Conditioning, an established Oklahoma-based contractor with over 40 years of industry experience, is seeking a knowledgeable and customer-focused individual to join our team as a Remote Technical Support specialist. We are renowned for providing expert heating, ventilation, and air conditioning solutions, handling everything from central air conditioning units to ductless mini-splits and indoor air quality systems. This is a Full-Time, remote position for a candidate based in the United States. The successful candidate will be the first point of contact for technical queries, providing vital support to both our customers and field technicians.

The offered compensation for this role is between $25.00 - $42.00 USD per hour, dependent on experience and qualifications.

Responsibilities

 

• Provide first-line technical support to customers and field technicians via phone, email, and other digital communication channels.
• Diagnose, troubleshoot, and resolve issues related to a wide range of HVAC systems and products.
• Clearly and patiently guide users through step-by-step solutions for common technical problems.
• Accurately document all support interactions, technical issues, and resolutions within our company's record-keeping system.
• Escalate complex or unresolved issues to senior technical staff in a timely and efficient manner.
• Develop and maintain a deep understanding of our product portfolio and service offerings.
• Contribute to the creation and maintenance of our knowledge base, including FAQs and technical guides.
• Uphold a high standard of customer service and professionalism in all interactions.

Qualifications

 

• Demonstrable experience in a technical support or customer service role, preferably within the HVAC industry.
• Strong technical knowledge of heating, ventilation, and air conditioning systems is essential.
• Excellent analytical and problem-solving skills with a logical approach to troubleshooting.
• Superior verbal and written communication skills, with the ability to explain complex technical information to a non-technical audience.
• Proficiency in using helpdesk software and CRM systems.
• A self-motivated individual with the ability to work independently in a remote setting.
• A professional and patient demeanour, dedicated to achieving high levels of customer satisfaction.
• Relevant industry certifications (e.g., NATE) are highly desirable but not required.