Product Support Specialist II

Are you fueled by the thrill of solving problems and the satisfaction of turning customers' worries into smiles? We have an opportunity for you to do just that! As a Technical Support Specialist at our company, you will be a crucial part of our mission to deliver outstanding technical support to both commercial and residential clients.

Harness your technical prowess in a hybrid role that offers flexibility without missing out on the in-person engagements that so many of us thrive on. You'll find yourself diving into the diverse challenges of diagnostics and resolutions for an array of post-sale issues. Your playground will include boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.

Take your passion for problem-solving to the next level and join our team to make a tangible difference in the day-to-day lives of our customers. Your skill, dedication, and customer-oriented approach will be the beacon that guides our customers from their heating concerns to solutions. Don't miss this opportunity to turn your passion into a rewarding career!

Position Summary

The Product Support Specialist II provides technical support for commercial and residential customers and contractors. The role will be hybrid with a mix of in-office work and work from home, offering diagnostics and resolutions for a range of post-sale issues, including but not limited to boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.

• This role is best suited for candidates with hands-on experience in HVAC, boilers, hydronics, plumbing, or mechanical systems troubleshooting who enjoy supporting contractors and customers.
• Identify problems and troubleshoot mechanical and installation issues with boilers, heating systems, and related equipment via phone and email.

Essential Functions

• Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.
• Identify problems, troubleshoot errors, and explain and help initiate the repairs process via phone and email.
• Support customers in the interpretation of warranty information.
• Arrange for malfunctioning or defective items to be returned for repair or replacement.
• Track requests, troubleshoot problems, assess parts or spare inventory, document resolutions, and determine warranty eligibility on CRM.
• Drafting process documents and troubleshooting guides.
• Ensure full resolution and conclusion of tickets.
• Performs other duties as assigned.

Knowledge, Skills, & Abilities:

• Excellent customer service skills.
• Mechanically inclined.
• Excellent verbal and written communication skills.
• Meticulous in nature, with a strong focus on accuracy.
• Advanced proficiency in CRM.
• Working proficiency in MS Office Suites.
• Demonstrated ability to work well with others in a matrix team environment.
• Ability to see cases and tickets through to their conclusion.
• Demonstrated ownership.
• Ability to manage time on tickets efficiently.
• Ability to read, write, and comprehend technical instructions, short correspondence, technical documentation and memos.
• Excellent problem-solving skills for technical products.

Work Experience:

• Prior experience providing remote technical support and customer service.
• Prior experience maintaining extensive customer records on CRM.

This role will support the IBC Canada business site, based in Burnaby,Canada.

Schedule: Monday to Friday, 8 am to 4:30 pm. May occasionally require weekends and holidays.

Work Arrangement: Work from home days available after completing training.

Reporting to: Manager, Customer Experience