Boiler/Tankless Technical Support Specialist I (REMOTE)

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Written by AI from the job title and company, not by Rinnai America Corporation, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Boiler/Tankless Technical Support Specialist I is responsible for providing expert technical assistance and support to customers utilizing Rinnai's boiler and tankless products. This remote position requires excellent communication skills, a proactive approach to problem-solving, and extensive knowledge of heating and cooling systems. The specialist will engage with customers to resolve product-related issues, ensuring high levels of customer satisfaction and adherence to company standards.

Job Responsibilities

• Provide prompt and effective technical support for boiler and tankless products via phone, email, and online chat.
• Diagnose and troubleshoot technical issues reported by customers, diagnosing problems and providing appropriate solutions.
• Keep accurate records of customer interactions and technical incidents using the company’s customer relationship management (CRM) system.
• Collaborate with engineering and product development teams to relay customer feedback and technical issues for continuous product improvement.
• Prepare and maintain technical documentation, guides, and training materials to enhance team knowledge and customer support effectiveness.
• Educate customers on proper product usage, maintenance procedures, and safety precautions.
• Participate in training sessions and professional development opportunities to enhance product knowledge and technical support skills.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree in a technical field preferred.
• Minimum of 1-2 years of experience in technical support or a related field, preferably within the HVAC industry.
• Strong knowledge of boiler and tankless water heating systems and their mechanical/electrical components.
• Excellent verbal and written communication skills, with the ability to explain technical information clearly to customers.
• Proficiency in using CRM software and Microsoft Office applications.
• Ability to work independently and manage multiple support requests effectively.

Technologies & Tools

This position requires familiarity with various technologies and tools, including customer relationship management software (CRM), technical documentation platforms, and standard office software such as Microsoft Office Suite. Additionally, knowledge of diagnostic tools and heating system application software is essential for effective troubleshooting and support.

Ideal Candidates

Ideal candidates for this role are detail-oriented, highly motivated individuals with a passion for customer service and technical problem-solving. They exhibit a strong ability to work independently while demonstrating effective team collaboration skills. Candidates who thrive under pressure and possess an unwavering commitment to resolving customer issues with a positive attitude will excel in this role.