Technical Support Representative, HVAC, IoT

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

📋 Description

• Delivers advanced technical assistance to customers encountering issues with their products or services while ensuring exceptional customer service.

• Identifies and resolves complex technical problems, offering prompt and effective solutions to clients.

• Clearly communicates technical solutions to non-technical customers in an understandable manner.

• Escalates intricate issues to senior team members when necessary, documenting customer interactions and technical challenges in a customer relationship management (CRM) system.

• Provides insights on product enhancements and improvements derived from customer feedback and technical difficulties.

• Continuously enhances knowledge of products, services, and processes by engaging in training programs and ongoing learning opportunities.

• Works collaboratively with other departments as required to address customer concerns.

• Maintains a positive, empathetic, and professional demeanor towards customers and colleagues at all times.

• Follows company policies and procedures diligently.

• Achieves or surpasses performance objectives related to key performance indicators (KPIs).

• Performs additional tasks as assigned.

⛳️ Requirements

• At least 2 years of experience in technical support or a similar role, ideally within a call center setting.

• Candidates should possess experience in technical support, preferably within a technology organization.

• Capability to troubleshoot WiFi connectivity, app-related support, and other technical issues associated with HVAC IoT products.

• Strong verbal and written communication abilities.

• Advanced knowledge of technical troubleshooting in hardware, software, and/or systems.

• Proficient in using computer applications and software.

• Experience with CRM systems is preferred.

• Proficiency in phone, chat, and email communication required.

🏝️ Benefits

• Competitive compensation.

• Beautiful facility & free meals for onsite positions.

• Compliance with government-mandated benefits.

• Retirement Savings Program with company matching.

• Life insurance.

• HMO coverage starting on day 1.

• Paid time off, including birthday leave.

• Opportunities for skills training and personal as well as professional development.

• Employee Referral Program.

• Experience endless fun for infinite growth.