Technical Support Associate - HVAC/R

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 products and services Professional written and interpersonal skills Ability to prioritize and manage several milestones and projects efficiently Extensive experience working with different operating systems including Windows Time-management skills and ability to establish reasonable deadlines for resolution

Research and identify solutions for energy-saving solutions (HVAC, refrigeration, metering, etc.) Track customer issues to resolution within agreed time limits Communicate with clients and 3rd party vendors via phone, email, or chat Escalate unresolved issues to appropriate internal teams Provide prompt and accurate feedback to customers Ensure all issues are properly logged Prioritize and manage several open issues simultaneously Follow up with clients to ensure equipment functionality post-troubleshooting Prepare accurate and timely reports Document technical knowledge in notes and manuals Deliver training to vendors on systems, processes, and technologies