We have an incredible opportunity for a customer support specialist
responsibilities
* identify customer needs and help customers use specific features.
* analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
* update our internal databases with information about technical issues and useful discussions with customers.
* monitor customer complaints and reach out to provide assistance.
* share feature requests and effective workarounds with team members.
* follow up with customers to ensure their technical issues are resolved.
* gather customer feedback and share it with internal teams.
requirements
* highly proficient in spoken and written english.
* experience as a customer support specialist or similar cs role.
* proficiency using pc and mac systems and other mobile operating systems.
* knowledge of customer service principles and practices.
* critical thinking skills.
* effective listening skills.
* proactive.
* patience when handling tough cases.
* multi-tasking capabilities.
* excellent communication and problem-solving skills.
* strong organizational skills.
tipo de puesto: tiempo completo, por tiempo indeterminado
sueldo: $10,000.00 - $12,000.00 al mes
beneficios:
* aumentos salariales
* días por enfermedad
* horarios flexibles
* opción a contrato indefinido
* programa de referidos
* seguro de gastos médicos mayores
* seguro dental
* seguro de vida
* trabajo desde casa
* vales de despensa
lugar de trabajo: empleo remoto
summary
carel is looking for an outgoing, customer service minded individual with a strong hvac knowledge base. This position is responsible for providing technical assistance to carel customers and helps to educate, address concerns, and document customer interactions. This individual is in a unique position to participate in teams created to review, launch and develop new products and revisions, since they have feedback directly from product end users. Great attention to detail and communication skills are vital to this role.
essential duties and responsibilities
* provide technical assistance applicable to a wide array of carel products directly to our customer base, consisting of oem partners, re-sellers, field technicians, and end users.
* effectively address, resolve, and document customer complaints directed toward carel products, services, and customer commitments.
* evaluate products returned to carel as defective to determine failure mode and complete the necessary documentation.
* participate as needed in core teams assigned to develop, launch, and support new products and revisions to existing products.
qualifications
to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge,skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
education and experience mechanical, mecatronic, electronic engineering degree / associates degree and/or certificate from an accredited technical school, or equivalent experience. Customer service / support experience in hvac, refrigeration systems, or related technical field desired.
language skills strong written and verbal english communication skills are required
mathematical skills ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
reasoning ability the ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. A high degree of technical aptitude is required
certificates, licenses, registrations: current valid driver’s license and good driving record. Any hvac/r, or ashrae certifications or registrations a plus.
physical demands the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
* while performing the duties of this job, the employee is regularly required to stand. The employee is frequently required to use hands to finger, handle or feel objects, tools, or controls and to climb or balance. The employee is occasionally required to walk, reach with hands and arms; stoop, kneel, or crouch; and talk or hear. The employee must regularly lift and move up to 10 pounds, frequently lift and move up to 25 pounds, and occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to adjust focus.
* practical skills and knowledge of electronics as applicable to the hvac, refrigeration, and climate control industries.
* practical skills and knowledge of electrical circuits as applicable to the hvac, refrigeration, and climate control industries.
* practical skills and knowledge of mechanical and pneumatic systems as applicable to the hvac, refrigeration, and climate control industries.
* experienced communication, customer relationship skills.
* ability to resolve customer issues through effective troubleshooting, diagnosis, and corrective advice techniques.
work environment
the work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
while performing the duties of this job, the employee is frequently exposed to moving mechanical parts. The employee must be able to work in a state of constant alertness and in a safe manner.
the noise level in the work environment is usually moderate.
typical office setting
up to 20% travel
carel is an equal opportunity employer.
#j-18808-ljbffr