HVAC Inside Technical Support Representative

Job Description

Essential Duties and Responsibilities:

• Provide remote technical support regarding product installation and service issues using our call center system. This includes communication methods such as via telephone, text message, email and other electronic communication methods.
• Encourage development of Gemaire customers by explaining the correct product installation methods, product service and diagnostic methods, and overall best practices.
• Act as a first point of contact or liaison between Gemaire customers and HVAC equipment factory representatives; especially when dealing with special warranty issues, manufacturer program support or end user (consumer) support cases.
• Assist in equipment manufacturer product quality resolution and program administration for the HVAC equipment lines distributed by Gemaire.
• This is an office-based position with no travel expectations. However, there may be instances where travel is required for training or development opportunities.
• Perform other duties as required to meet the overall goals and objectives of Gemaire.

Qualifications:

• HVAC Trade school graduate or equivalent HVAC technical service skills
• Excellent customer service skills, strong phone presence and listening skills.
• Ability to manage a high volume of calls per day.
• Demonstrated aptitude for continuous learning.
• Computer literate, proficient with Microsoft office suite.

We provide customer support between 7:30 am to 7:00 pm EST M-F. Shift would be scheduled between those hours.

And here is what you will need to be successful:

Summary:

The mission of the Gemaire technical support and training group is to provide expertise, knowledge and solutions to our contractor base through personal contact by dedicated Technical Support Advisors.

Employees in this role provide remote technical support and advice to Gemaire customers using a call center system in alignment with company objectives. This routinely includes providing customers with information on the proper application, installation, operation, service procedures and handling special warranty situations for the HVAC equipment lines distributed by Gemaire. They communicate clearly with a positive attitude to encourage best practices and highest customer satisfaction.