Product Support Specialist III

Inspired HR Inc.; Burnaby; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

Inspired HR Inc. is seeking a Product Support Specialist III to deliver technical support for commercial and residential clients, primarily remote with occasional fieldwork.

You'll handle diagnostics and resolutions for boiler installations, heat pumps, water heaters, air handlers, and related components. The role operates in a hybrid setting with in-person engagement as needed, reporting to the Manager, Customer Experience.

Qualifications

• Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.
• Identify problems, troubleshoot errors, and explain and initiate the repairs process remotely.
• Interpret warranty information for customers and determine eligibility.

Responsibilities

• Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.
• Identify problems, troubleshoot errors, and explain and initiate the repairs process, remotely.
• Support customers in the interpretation of warranty information.
• Arrange for defective items to be returned for repair or replacement.
• Track requests and document resolutions in the CRM.

Skills

Technical support

Diagnostics

Customer service

CRM

Tools

CRM software

Job description

Are you fueled by the thrill of solving problems and the satisfaction of turning customers' worries into smiles? We have an opportunity for you to do just that! As a Product Support Specialist at our company, you will be a crucial part of our mission to deliver outstanding technical support to both commercial and residential clients.Harness your technical prowess in a hybrid role that offers flexibility without missing out on the in-person engagements that so many of us thrive on. You'll find yourself diving into the diverse challenges of diagnostics and resolutions for an array of post-sale issues. Your playground will include boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.Take your passion for problem-solving to the next level and join our team to make a tangible difference in the day-to-day lives of our customers. Your skill, dedication, and customer-oriented approach will be the beacon that guides our customers from their heating concerns to solutions. Don't miss this opportunity to turn your passion into a rewarding career!

Position Summary

The Product Support Specialist III provides technical support for commercial and residential customers and contractors. The role will be primarily remote but may need to engage in fieldwork at times, offering diagnostics and resolutions for a range of post-sale issues, including but not limited to boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.

Schedule

Monday to Friday, 8 am to 4:30 pm. However, a 6:00 AM start may be needed at times. May occasionally require weekends and holidays.

Work Arrangement

Hybrid

Reporting to

Manager, Customer Experience

Work Location

You can work out of either locations listed below:

Burnaby, Canada: 8015 N Fraser Wy, Burnaby, BC V5J 5M8L

Lawnside, USA: 121 Walter A Gaines Wy, Lawnside, NJ 08045, United States

Responsibilities

• Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.
• Identify problems, troubleshoot errors, and explain and initiate the repairs process, remotely.
• Support customers in the interpretation of warranty information.
• Arrange for malfunctioning or defective items to be returned for repair or replacement.
• Track requests, troubleshoot problems, assess parts or spare inventory, document resolutions and determine warranty eligibility on CRM.
• Drafting process documents and troubleshooting guides.
• Ensure full resolution and conclusion of tickets.
• Performs other duties as assigned.