Are you fueled by the thrill of solving problems and the satisfaction of turning customers' worries into smiles? We have an opportunity for you to do just that! As a Technical Support Specialist at our company, you will be a crucial part of our mission to deliver outstanding technical support to both commercial and residential clients.
Harness your technical prowess in a hybrid role that offers flexibility without missing out on the in-person engagements that so many of us thrive on. You'll find yourself diving into the diverse challenges of diagnostics and resolutions for an array of post-sale issues. Your playground will include boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.
Take your passion for problem-solving to the next level and join our team to make a tangible difference in the day-to-day lives of our customers. Your skill, dedication, and customer-oriented approach will be the beacon that guides our customers from their heating concerns to solutions. Don't miss this opportunity to turn your passion into a rewarding career!
Position Summary
The Product Support Specialist II provides technical support for commercial and residential customers and contractors. The role will be hybrid with a mix of in-office work and work from home, offering diagnostics and resolutions for a range of post-sale issues, including but not limited to boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.
- This role is best suited for candidates with hands-on experience in HVAC, boilers, hydronics, plumbing, or mechanical systems troubleshooting who enjoy supporting contractors and customers.
- Identify problems and troubleshoot mechanical and installation issues with boilers, heating systems, and related equipment via phone and email.
Essential Functions
- Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.
- Identify problems, troubleshoot errors, and explain and help initiate the repairs process via phone and email.
- Support customers in the interpretation of warranty information.
- Arrange for malfunctioning or defective items to be returned for repair or replacement.
- Track requests, troubleshoot problems, assess parts or spare inventory, document resolutions, and determine warranty eligibility on CRM.
- Drafting process documents and troubleshooting guides.
- Ensure full resolution and conclusion of tickets.
- Performs other duties as assigned.
Knowledge, Skills, & Abilities:
- Mechanically inclined.
- Excellent verbal and written communication skills.
- Meticulous in nature, with a strong focus on accuracy.
- Advanced proficiency in CRM.
- Working proficiency in MS Office Suites.
- Demonstrated ability to work well with others in a matrix team environment.
- Ability to see cases and tickets through to their conclusion.
- Demonstrated ownership.
- Ability to manage time on tickets efficiently.
- Ability to read, write, and comprehend technical instructions, short correspondence, technical documentation and memos.
- Excellent problem-solving skills for technical products.
Work Experience:
- Prior experience providing remote technical support and customer service.
- Prior experience maintaining extensive customer records on CRM.
This role will support the IBC Canada business site, based in Burnaby,Canada.
Schedule
Monday to Friday, 8 am to 4:30 pm. May occasionally require weekends and holidays.
Work Arrangement
Work from home days available after completing training.
Reporting to
Manager, Customer Experience
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Product Support Specialist II employer: IBC Technologies Canada
As a Product Support Manager at our Burnaby location, you will thrive in a dynamic work culture that prioritizes employee development and collaboration. We offer competitive benefits, a commitment to continuous improvement, and unique opportunities for growth within the HVAC industry, ensuring that your contributions directly impact customer satisfaction and retention. Join us to be part of a high-performing team dedicated to excellence and innovation.
