What are the responsibilities and job description for the Customer Technical Support position at CONFLUX SYSTEMS?
Job Title : Technical Support Tier 1 (HVAC)
Location : Buffalo Grove IL
Duration : 9 months
Pay rate : $25.00 / hr on w2
Shift timing : 8am to 5pm
Discription : RESPONSIBILITIES
This is not remote position.
Fields all incoming technical support requests into the Field Support department and accountable for resolving product information requests and product problem / solution requests.
Accountable for support requests related to product information and product problems that are documented.
May escalate more difficult support requests to Field Support Engineers.
Logs all incoming support requests into the company call tracking system in a timely and professional manner. Proficient at responding, resolving, and closing 40 percent of support requests utilizing technical training and undocumented, creative solutions.
Escalates more complex problems to Field Support Engineers.
Complete company designated training courses for position to enhance work performance and career development
Participates in special projects to increase the incumbent's role and technical abilities.
REQUIREMENTS :
Required Knowledge / Skills, Education, and Experience
High School diploma or equivalent
Excellent communication, conflict resolution, and problem-solving skills
High understanding of customer satisfaction and service orientation
Preferred Knowledge / Skills, Education, and Experience
Bachelor’s degree in Hardware or Software Engineering or Computer Science or equivalent related experience, is preferred
Proficiency with Microsoft Windows operating system and computer networking is a plus.
NOTES FROM CALL 01 / 17
Part of Smart Infrastructure in Building technologies
HVAC controls
Heating and Air-conditioning at large facilities
Technical support for the products we make (proprietary software and hardware)
Question via web, phone) Incoming questions to manuals or can escalate to get tickets
Triage the calls the best they can and then escalate tickets if needed
Will be the 5th induvial on the team
Managing the calls
Troubleshooting the products, which will be learned on the job.
Peer training to get knowledge
People person and talk with clients to get through issue successfully.
HVAC experience is a plus, but even other products with supporting clients
Support needed due to up take in calls.
Having a year or 2 in the technical support arena is a plus but should have experience supporting clients on products
Someone at a master’s degree level is not needed. To overqualified.
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