Technical Support Representative
Department: Technical Support Center
Reports to: Technical Support Supervisors
Position Purpose:
This position is responsible for the Technical Support Representative is to provide our customers with “Unbelievable”
Technical Support for their Automation System, remote system alarms, and after-hours dispatch and service support.
Job Responsibilities:
(other job duties may be assigned)
- Dependable team player that thrives in a self-starting, fast-pace environment.
- Consistently exhibits a positive “can do” attitude in relation to learning new things.
- Displays an overall understanding of department processes and procedures.
- Exhibits a proven ability to answer incoming service calls within the established call metric requirements to help decrease the number of queued calls.
- Willingness to be flexible as needed to adapt necessary process and policy changes in order to meet the service needs of customers.
- Acquire and show familiarity with HVAC terminology.
- Develop proven ability to access online sites to accurately add and update notes, check technicians in- and-out, enter estimate tickets, and adjust ETA’s.
- Demonstrates proficiency following call flows in CSUSA Central and using established protocol ensuring customer requests and services needs are met in a timely and efficient manner.
- Accept incoming calls for EMS support, after-hours dispatching, remote alarms, and after hours
National Accounts/ CSUSA Support.
- Follow proper call handling guidelines specific to customers and types of incoming calls.
- Ensure that incoming phone calls are answered as soon as possible.
- Ensure that all incoming calls are accurately documented and handled to completion.
- Learn to maneuver within multiple Building Automation system platforms.
- Learn fundamentals of Energy Management, Climate control, refrigeration control, and building automation.
- Assist in troubleshooting control circuits and system components with on site technicians.
- Provide feedback on HVAC performance, system operation, and scheduling as needed by connecting to live sites and investigating status.
- Provide data analyzing and reporting as assigned.
- Accept and perform given tasks with ownership and sense of urgency.
- Possesses working knowledge and experience using Microsoft Windows, Outlook, Word and Excel.
- Has basic computer skills, as well as internet and Web-Browser knowledge and know-how.
- Regularly shows a commitment to service excellence.
- Ability to access and update all third-party website
- Achieve and demonstrate proper handling of afterhours calls
Qualifications:
To be successful in this position, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required of a Technical Support Representative. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience Required:
- High School degree required
- Associates degree or equivalent technical degree preferred
- Outstanding Customer Service skills
- Strong initiative to seek answers and serve the needs of customers
- Knowledge of HVAC, Refrigeration, or Basic electrical controls preferred
- Knowledge of Building Automation Systems is preferred
- Good working knowledge of PC operation and Microsoft Office programs
- Excellent communication skills
- Demonstrate a commitment to service excellence with past experience
Other Requirements:
- Abilities: o Effectively communicate verbally o Comfortable navigating through various computer applications o Ability to work individually and as a team
- Flexibility to work as needed
- Organized work habits
Work Environment:
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of a Technical Support Representative. At the present time this position works remotely after an initial training period in the office.
The above job description covers the principle duties and responsibilities of this job. However, this job description should not be construed to be a complete listing of all miscellaneous, incidental, or other duties which may be required.
Job Type: Full-time
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Weekends as needed
Supplemental Pay:
Location:
- Indianapolis, IN (Marion County) (Required)
Work Location: Remote
