Technical Support Associate

Summary

Join Budderfly, a fast-growing energy management company, and become our Technical Support Associate-HVAC/R. In this role, you will diagnose and troubleshoot HVAC/R technology, systems, and equipment, working with customers and vendors. You will be responsible for tracking customer issues, communicating with clients, escalating unresolved issues, providing feedback, and ensuring proper logging of all issues. The position requires strong troubleshooting and organizational skills, along with excellent customer service. This is a remote position with flexible hours, including some weekends and late nights, and may require up to 15% travel. Budderfly offers competitive pay and a full benefits package.

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
• Flexible hours required as field crews’ schedules will vary and include some weekend and late night work
• 15% travel may be required

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 3 rd 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