Provide exceptional customer service, effectively communicating equipment information and troubleshooting solutions in a friendly and professional manner
Provide technical support to end users and field technicians over the phone and/or via email (30+ cases per day)
Utilize equipment manuals, wiring diagrams, and parts listings to diagnose and resolve equipment issues
Maintain all customer call information into a company database to better assist future inquiries
Work closely with manufacturers to recommend engineering changes and document equipment/component failure rates

Experience in electric/gas appliance repair, refrigeration, or HVAC (or relevant training/schooling)
Proficient in English (both written and verbal)
Quality, high-speed internet connection at home
Confident using a computer and navigating programs such as MS Word & Outlook
Passionate about troubleshooting and finding innovative solutions to difficult problems
Ability to multitask and thrive in a fast-paced, team-oriented atmosphere
Available to work an 8 hour shift M-F between 7:00 AM
7:00 PM (CST) / 8:00 AM
8:00 PM (EST) with flexibility as needed

Quarterly profit-sharing bonus
Remote work schedule
Team member appreciation events and recognition programs
Volunteer opportunities
Monthly IT stipend
Casual dress code
On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
Health insurance
401k/401k match
Employee assistance programs
Time away

Technical Support Specialist – Cold Side

Key skills