HVAC Technical Support Associate

Summary

Join Tetra's team as the HVAC Technical Support Associate to serve as the company’s subject matter expert to resolve technical issues that arise from our network of local installers working in the field.

Requirements

• Expertise knowledge of HVAC systems
• You have at least 2 years of experience as an HVAC technician (service, installing, commercial, residential product) required
• Universal certification for handling refrigerants, which includes EPA certification preferred
• Basic electrical knowledge with the ability to read schematics
• Technical problem-solving skills
• Strong communication skills

Responsibilities

• Interact with customers to explain issues, discuss repair or replacement options, and provide advice on efficient system operation via phone or email
• Utilize technical knowledge and system specifications to diagnose and pinpoint problems and develop solutions to communicate to field techs for resolution
• Manage a portfolio of escalated customer issues at various stages of the installation process, strategically prioritizing and shifting focus as needed to keep our operational pipeline running smoothly
• Consistently demonstrate good judgment and accountability by making thoughtful decisions when the path is not clear and communicating effectively with your manager
• Collaborate with Tetra team members across Sales, Operations, Marketing, Product and Engineering to share your expert knowledge of heating and cooling systems and to contribute to resolving technical issues that arise at any stage of a customer’s journey
• Take full ownership of the experience after homeowners have chosen Tetra for their home energy upgrade and once they’ve completed our post-sale document collection process. This includes: Conducting a virtual walkthrough of the home/system, or coordinating an in-person one with a contractor
• Communicating any required changes to the customer and updating documentation
• Ordering equipment and materials for the install, and coordinating deliveries
• Scheduling the install with a qualified HVAC contractor in our network, and any additional contractors needed to complete the work
• Serving as a primary point of contact for both customers and contractors prior to and during the install, organizing logistics and troubleshooting problems as they arise

Benefits

• Competitive salary with meaningful equity
• Unlimited PTO policy
• Fully paid parental leave
• Comprehensive benefits package, including health, dental, vision, and retirement plans