Technical Support Associate

Summary

Join Budderfly, a fast-growing energy management company, as a Technical Support Associate-HVAC/R! In this crucial role, you will diagnose and troubleshoot our technology, systems, and equipment, providing excellent customer service. You will research solutions to energy-saving problems, communicate with clients and vendors, and escalate issues as needed. This position requires strong technical skills, experience in HVAC/R, and the ability to manage multiple projects efficiently. Budderfly offers a competitive salary, full benefits, and career advancement opportunities in a supportive environment. The role is remote with flexible hours, but requires some weekend and evening work.

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
• Opportunity to work as part of a team that values its members and works together to achieve positive change
• Career advancement opportunities in a fast-growing, supportive company environment