Technical Support Specialist - EMEA

Job Description

What Will You Do

We are seeking a dedicated and skilled Technical Support Specialist with expertise in HVAC systems and controls. This role is pivotal in ensuring that our customers derive maximum value from our Connected Offerings products and services. The ideal candidate will have strong technical acumen, excellent customer relationship skills, and a proactive approach to problem-solving.

• Serve as a subject matter expert in Connected Offerings products, ensuring a thorough understanding of features and functionalities.
• Provide comprehensive training to customers via web and teleconferences, equipping them with the tools to maximize system utilization.
• Take ownership of outcomes by responding promptly to customer needs, ensuring satisfaction and retention.
• Resolve technical issues related to networking, gateways, modems, and server configurations, maintaining a high standard of professionalism.
• Collaborate with internal teams to address complex customer challenges, sharing insights for continuous improvement.
• Foster collaboration by working with diverse teams, ensuring customer success and organizational alignment.
• Maintain detailed records of customer interactions and solutions within Salesforce to ensure transparency and knowledge sharing.

• 2-3 years of experience in technical support, engineering, or a related field, with a focus on HVAC systems.
• Strong understanding of networking principles and cybersecurity practices concerning edge hardware and cloud environments.
• Excellent communication skills with the ability to lead training sessions and present information effectively.
• Demonstrated ability to work independently, prioritize tasks, and maintain a proactive customer-oriented approach.
• Proficiency in tools such as Salesforce, Word, PowerPoint, and Excel.