Inside Technical Support Advisor Gemaire Distributors, LLC

• 3.

1

Wilmington, NC Job Details Estimated:

$37.4K

• $44.

6K a year 1 day ago Qualifications Heavy lifting Customer service Computer literacy Mid-level Technical support Microsoft Office HVAC Trade school Phone etiquette

Full Job Description Duties and Responsibilities:

Provide remote technical support regarding product installation and service issues using our call center system. This includes communication methods such as via telephone, text message, email and other electronic communication methods. Encourage development of Gemaire customers by explaining the correct product installation methods, product service and diagnostic methods, and overall best practices. Act as a first point of contact or liaison between Gemaire customers and HVAC equipment factory representatives; especially when dealing with special warranty issues, manufacturer program support or end user (consumer) support cases. Assist in equipment manufacturer product quality resolution and program administration for the HVAC equipment lines distributed by Gemaire. This is an office-based position with no travel expectations. However, there may be instances where travel is required for training or development opportunities. Perform other duties as required to meet the overall goals and objectives of Gemaire. In addition to the above responsibilities, this individual is held accountable for all other duties as assigned. Required Qualifications HVAC Trade school graduate or equivalent HVAC technical service skills Excellent customer service skills, strong phone presence and listening skills. Ability to manage a high volume of calls per day. Demonstrated aptitude for continuous learning. Computer literate, proficient with Microsoft office suite.

Work Environment:

Office Setting.

Work Schedule:

We provide customer support between 7:30 am to 7:00 pm EST M-F. Shift would be scheduled between those hours. Physical Demands Demand Frequency Sedentary

• Lifting 0-10 pounds Occasional Light Lifting
• 10-20 pounds Never Moderate Lifting
• 20 to 50 pounds Never Heavy Lifting
• 50 to 100 pounds Never Pulling/Pushing, Carrying Never Reaching or working above shoulder Never Walking Occasional Standing Occasional Sitting Constant Stooping Never Kneeling Never Repeated Bending Never Climbing Never Desk Work/Computer use/Telephone use Constant Operating a motor vehicle Operating a commercial vehicle Never Operating warehouse equipment, forklift, baseloid lift etc Never Other
• Talk, Drive, visit customers etc.

Frequent EEO Statement:

Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color , race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.

Requirements:

Business Title:

Inside Technical Support Advisor Objective:

The mission of the Gemaire technical support and training group is to provide expertise, knowledge and solutions to our contractor base through personal contact by dedicated Technical Support Advisors. Employees in this role provide remote technical support and advice to Gemaire customers using a call center system in alignment with company objectives. This routinely includes providing customers with information on the proper application, installation, operation, service procedures and handling special warranty situations for the HVAC equipment lines distributed by Gemaire. They communicate clearly with a positive attitude to encourage best practices and highest customer satisfaction.