Technical Support Representative II

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

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 is responsible for providing exceptional technical assistance and support to customers and internal teams regarding our HVAC and water heating products. This role entails troubleshooting, diagnosing issues, and resolving customer inquiries promptly to ensure product satisfaction and optimal performance. The representative will also contribute to the development of technical resources and training materials to enhance service delivery and aid in customer education.

Job Responsibilities

• Respond to customer inquiries and provide technical assistance via phone, email, or chat.
• Diagnose and troubleshoot hardware and software issues related to HVAC and water heating systems.
• Document all customer interactions and maintain detailed records of service requests and resolutions.
• Collaborate with engineering and product development teams to relay customer feedback and product issues.
• Participate in developing technical documentation and training materials for customers and staff.
• Assist in training junior support representatives and sharing knowledge of products and troubleshooting techniques.
• Stay updated on product changes, new technologies, and industry trends to provide the best support.

Qualifications

• Associate’s degree in a technical field; Bachelor’s degree preferred.
• Minimum of 2 years of experience in a technical support role, preferably in HVAC or related industries.
• Strong understanding of HVAC systems, plumbing components, and water heating technologies.
• Excellent communication and interpersonal skills to effectively interact with customers.
• Proficient in using CRM software, ticketing systems, and Microsoft Office Suite.
• Ability to troubleshoot and resolve problems efficiently and effectively.
• Strong organizational skills and attention to detail.

Technologies & Tools

The Technical Support Representative II will utilize various technologies and tools including, but not limited to, customer relationship management (CRM) software to log and track support queries, ticketing systems for managing service requests, and Microsoft Office Suite for documentation and reporting purposes. Familiarity with HVAC diagnostic tools and remote troubleshooting software will be advantageous for troubleshooting customer issues effectively.

Ideal Candidates

The ideal candidates for the Technical Support Representative II position are those who exhibit a strong customer-first mentality along with technical acumen. They should possess excellent problem-solving skills and demonstrate patience when assisting customers who may be experiencing difficulties. Effective communicators, both verbal and written, who can articulate complex technical information in a clear and understandable manner will thrive in this role. Additionally, adaptability and a continuous desire to learn and grow in the field are essential characteristics for success at Rheem Manufacturing.