Technical Support Associate

Summary

Join Budderfly, a rapidly growing energy management company, as a Technical Support Associate-HVAC/R! In this crucial role, you will diagnose and troubleshoot technology, systems, and equipment, providing vital support to customers and vendors. You will be responsible for resolving customer issues, communicating effectively, escalating problems, and ensuring accurate reporting. This position requires strong technical skills, experience in HVAC/R, and excellent customer service abilities. Budderfly offers a competitive salary, full benefits, and career advancement opportunities within a supportive and impactful company environment. The role is remote with flexible hours, though some weekend and evening work may be required.

Requirements

• Hands on field experience with HVAC, refrigeration, and electrical systems
• Strong troubleshooting and organizational skills
• Creative problem solver with the ability to multi-task and provide excellent customer service
• 5+ years of relevant experience in a customer focused position involving technical knowledge of a company's products and services
• Professional written and interpersonal skills are essential when communicating with customers and clients
• Ability to prioritize and manage several milestones and projects efficiently
• Extensive experience working with different operating systems including Windows
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution

Responsibilities

• Research and identify solutions to various problems related to energy-saving solutions including but not limited to HVAC systems, refrigeration systems, metering, etc
• Track customer issues through to resolution, within agreed time limits
• Communicate with clients and 3rd party vendors through a series of actions, either via phone, email, or chat application
• Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their equipment is fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Deliver training to vendors on systems, processes, and technologies

Preferred Qualifications

Industry-specific certification in HVAC, Refrigeration or Electrical preferred

Benefits

• Competitive pay
• Full benefits package including medical, dental, vison, 401K, life insurance, and disability insurance
• Career advancement opportunities in a fast-growing, supportive company environment
• Opportunity to work as part of a team that values its members and works together to achieve positive change