What are the responsibilities and job description for the Electric Water Heater Support (Onsite) position at Contactus LLC?
Electrics (Tankless) Water Heater Tech Support
Training Hours: M – F 8a-4:30p EST
Start Date: March 10, 2025
Location: Onsite: 111 Roberts Rd Suite 400, Grindstone, PA 15442
Schedule: M – F 8a-7p EST
Job Summary: Provide Technical Support to customers in a courteous and professional manner and use all programs and tools related to the support accurately.
Essential Duties:
- Receives inbound calls from new and existing customers and answers technical questions about Bosch heating, cooling, and hot water products.
- Uses knowledge of products or services as well as great customer service skills to address issues, solve problems, provide product, or program support or other information and satisfy.
- Provides advanced troubleshooting support for electric tankless water heater products and other direct to consumer products.
- Must be able to understand and explain operation/faults of equipment and its components, and guide callers through troubleshooting steps.
- Must be able to read, understand and follow wiring schematics and flow diagrams.
- Creates and/or updates customer records for Technical Support with excellent data accuracy.
- Processes all phone calls utilizing the required data entry standards, screening, and troubleshooting instructions, and transfer protocols.
- Follow up with other key contacts as appropriate to resolve customer issues.
- Meets Quality Assurance requirements and other key performance metrics.
- Performs other duties as necessary and/or assigned.
Qualifications:
- 6-12 months minimum technical support or field related experience with service/support
- Familiarity with HVAC systems, plumbing, mobile app support, or basic electrical / electronics
- Previous experience with order processing systems, databases or tracking programs.
- Excellent interpersonal, written, and oral communication skills
- Ability to type 30 wpm
- Must have an advanced ability to navigate multiple computer systems, the internet and Office software (i.e. Microsoft Office)
- Must possess a professional and friendly demeanor and be able to quickly develop a rapport with customers over the phone.
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
- Problem solver with a continuous improvement mindset
- Must be able to sit for extended periods of time
Preferred Skills:
- HVAC, plumbing, electrical or heating system certification
Position Requirements:
- Physical Requirements: Aside from normal requirements of desk agents, including sitting, typing, and reading, we are also requiring a minimum of 50lb lifting capacity.
- Travel Requirements: No foreseeable travel is required for this position unless for required training.
- Hours of Work Requirements: Must be able to work up to 40 hours a work week during any hours of operation for the department including mornings and evenings.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO Statement:
ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
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