Repair Support Technician

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Deliver remote technical assistance to customers addressing warranty and service-related issues.

• Identify and resolve problems remotely whenever feasible.

• Manage assigned claims from the initial customer interaction through to final resolution.

• Reach out to customers promptly after claim assignment.

• Examine scheduled work and claim details, including notes, installation records, photographs, videos, and service history.

• Set customer expectations regarding the diagnostic and resolution processes.

• Utilize phone calls, FaceTime, video conferencing, photographs, and other remote diagnostic tools.

• Guide customers on product usage, maintenance, and corrective measures.

• Assess whether a remote resolution or an in-home technician visit is necessary.

• Collaborate with Warranty Coordinators and scheduling teams to arrange required service appointments.

• Stay engaged until an appointment has been set and expectations are clearly communicated.

• Record customer interactions, troubleshooting actions, findings, resolutions, and subsequent steps.

• Adhere to company policies, warranty regulations, and customer service standards.

• Recognize trends and recurring issues related to products, installations, or processes.

• Develop documentation for common issues that do not necessitate jobsite visits.

• Assist initiatives aimed at reducing claim cycle durations, enhancing customer satisfaction, and minimizing operational expenses.

⛳️ Requirements

• Proficient troubleshooting and problem-solving skills.

• Exceptional verbal communication and customer service abilities.

• Capability to articulate technical concepts in a clear and comprehensible manner.

• Experience in reviewing photographs, videos, and visual evidence for issue diagnosis.

• Ability to maintain composure and professionalism when addressing escalated customer issues.

• Strong organizational and time management capabilities.

• Competence in handling multiple claims concurrently while ensuring ownership and accountability.

• Basic computer proficiency.

• Familiarity with Excel.

• Skill in searching for online solutions regarding warranty claims.

• Experience with roofing, siding, windows, doors, and gutters.

🏝️ Benefits

• Health Insurance

• Vision Insurance

• Dental Insurance

• Life Insurance

• 401(k) with Company Match

• Paid Training

• PTO

• Floating Holiday

• PTO on your Birthday

• Monthly incentive potential