Technical Support Specialist - EMEA

Overview

• What will you do
• We are seeking a dedicated and skilledTechnical Support Specialist with expertise in HVAC systems and controls.
• This role is pivotal in ensuring that our customers derive maximum value from our Connected Offerings products and services.
• The ideal candidate will have strong technical acumen, excellent customer relationship skills, and a proactive approach to problem-solving.
• How will you do
• Serve as a subject matter expert in Connected Offerings products, ensuring a thorough understanding of features and functionalities.
• Provide comprehensive training to customers via web and teleconferences, equipping them with the tools to maximize system utilization.
• Take ownership of outcomes by responding promptly to customer needs, ensuring satisfaction and retention.
• Resolve technical issues related to networking, gateways, modems, and server configurations, maintaining a high standard of professionalism.
• Collaborate with internal teams to address complex customer challenges, sharing insights for continuous improvement.
• Foster collaboration by working with diverse teams, ensuring customer success and organizational alignment.
• Maintain detailed records of customer interactions and solutions within Salesforce to ensure transparency and knowledge sharing.
• What we look for
• Minimum 3 years of experience in technical support, engineering, or a related field, with a focus on HVAC systems.
• Strong understanding of networking principles and cybersecurity practices concerning edge hardware and cloud environments.
• Excellent communication skills with the ability to lead training sessions and present information effectively.
• Demonstrated ability to work independently, prioritize tasks, and maintain a proactive customer-oriented approach.
• Proficiency in tools such as Salesforce, Word, PowerPoint, and Excel.