Technical Support Associate - HVAC/R

We have an opportunity for a motivated individual to fill the role of Technical Support Associate-HVAC/R.  In this position, the successful candidate will be in a technical role to diagnose and troubleshoot our technology, systems and equipment with customers and 3^rd party vendors. You must be customer focused requiring you to prioritize multiple tickets and projects to balance your workload. A successful candidate must be eager to take a hands-on role in a fast paced, leading energy management company and want to be accountable for delivering results.

Why this Role is Important:

 We combine monitoring, maintenance, and upgrades such as LED lighting, comprehensive HVAC/R solutions, Budderfly IoT devices, and temperature and refrigeration controls into an easy, one-stop solution. Your expertise is critical in supporting and identifying solutions related to our goal of energy-saving solutions.

Responsibilities:

• Research and identify solutions to various problems related to energy-saving solutions including but not limited to HVAC systems, refrigeration systems, metering, etc.
• Track customer issues through to resolution, within agreed time limits
• Communicate with clients and 3^rd party vendors through a series of actions, either via phone, email, or chat application
• Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their equipment is fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Deliver training to vendors on systems, processes, and technologies

Desired Skills and Experience:

• Industry-specific certification in HVAC, Refrigeration or Electrical preferred
• Hands on field experience with HVAC, refrigeration, and electrical systems
• Strong troubleshooting and organizational skills
• Creative problem solver with the ability to multi-task and provide excellent customer service
• 5+ years of relevant experience in a customer focused position involving technical knowledge of a company's products and services.
• Professional written and interpersonal skills are essential when communicating with customers and clients
• Ability to prioritize and manage several milestones and projects efficiently
• Extensive experience working with different operating systems including Windows.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Flexible hours required as field crews’ schedules will vary and include some weekend and late night work.
• 15% travel may be required

Job Location: Remote

Work Schedule based on where you reside: Monday - Friday with rotational weekends :  11:00 AM - 8:00 PM EST  or 10:00 AM - 7:00 PM CST or 9:00 AM - 6:00 PM PST

Our hours of operations are 7 days a week including holidays.