Customer Service Technical Support Rep

Job Title: Customer Service Technical Support Rep

About the Role

This is a customer-focused role providing comprehensive remote, computer-based assistance to customers and field technicians. You will leverage HVAC expertise to diagnose and troubleshoot complex issues, provide warranty guidance, and deliver exceptional support via phone, email, chat, and online systems.

Key Responsibilities

• Provide comprehensive technical support and troubleshooting for HVAC products via phone, email, chat, and online systems.
• Act as the primary customer liaison to deliver best-in-class service across all channels.
• Manage support tickets, warranty claims, and customer interactions using computer-based systems.
• Ensure data integrity through systematic verification and utilize reports for timely customer credits and claim resolution.
• Provide clear, accurate warranty guidance including coverage information, claim procedures, and product support.
• Resolve customer escalations in a courteous and efficient manner.
• Maintain proactive communication regarding delays, status updates, and required actions via CRM/Salesforce and other tools.
• Collaborate with team members to identify common issues, improve support documentation, and enhance overall processes and customer experience.
• Participate in remote training sessions to stay current on product changes, system updates, and emerging technologies.
• Support automation tools such as AI and RPA to increase accuracy, improve efficiency, and reduce operational expenses.

Requirements & Tech Stack

• Associate degree in HVAC, Heating and Cooling, or related technical field; OR high school diploma/GED with 4 years of experience in HVAC technical support or field service roles with demonstrated knowledge of HVAC systems, components, and troubleshooting procedures.
• Proficiency with computer-based support systems and troubleshooting via digital channels.
• Strong verbal and written communication skills with the ability to explain complex technical concepts clearly.
• Ability to work independently in a remote environment with excellent time management and organizational skills.
• Professional demeanor with the ability to remain calm and courteous during customer escalations.
• Proficiency with email, chat, phone, and online communication tools.

Preferred Qualifications

• 5 years of HVAC field experience (service or installation) with EPA 608, NATE, or equivalent certification.
• Experience supporting customers in a technical support or help desk role.
• Demonstrated ability to read schematics and perform HVAC diagnostics remotely.
• Comfort using support ticketing systems and CRM tools.