Technical Support Representative II

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

Job Overview

The Technical Support Representative II at Rheem Manufacturing will be responsible for delivering exceptional technical assistance to customers and partners regarding HVAC products and solutions. This position requires a keen understanding of technical specifications and a commitment to resolving customer inquiries efficiently. The representative will collaborate with various departments to ensure customer satisfaction and will be instrumental in training new support staff. Emphasis will be placed on fostering a positive company image and providing solutions that adhere to company standards and policies.

Job Responsibilities

• Provide in-depth technical support via phone, email, and chat, addressing customer inquiries related to HVAC products.
• Diagnose and troubleshoot technical issues while documenting solutions in the ticketing system.
• Escalate complex issues to senior technical staff or management as necessary.
• Develop and maintain knowledge base articles and FAQs to aid both customers and junior staff.
• Participate in training sessions to enhance product knowledge and improve support techniques.
• Collaborate with the engineering and product teams to relay customer feedback for product improvements.
• Maintain a high level of customer satisfaction through effective communication and timely resolution of inquiries.

Qualifications

• Associate's degree in a related field; Bachelor's degree preferred.
• A minimum of 2 years of experience in technical support or a customer service role, preferably within the manufacturing industry.
• Solid understanding of HVAC systems, products, and their application in residential and commercial settings.
• Proficient with customer relationship management (CRM) software and support ticket systems.
• Excellent verbal and written communication skills, with a strong attention to detail.
• Ability to work independently as well as part of a collaborative team environment.
• Strong problem-solving skills and the ability to handle high-pressure situations effectively.

Technologies & Tools

The Technical Support Representative II will utilize various technologies and tools, including customer relationship management (CRM) software, support ticketing systems, remote desktop applications, and standard office software such as Microsoft Office Suite. Familiarity with HVAC product specifications and measurement tools will also be advantageous in delivering support effectively.

Ideal Candidates

The ideal candidates for the Technical Support Representative II position will possess an innate curiosity and a passion for technology, particularly within the HVAC sector. They will demonstrate strong interpersonal skills, allowing them to foster relationships with customers while providing exceptional service. Candidates should also exhibit adaptability, being open to feedback and quick to learn new processes and tools. A proactive mindset and a commitment to continuous improvement underscore the drive for excellence within this role, making them invaluable to Rheem Manufacturing's mission of delivering superior products and support.