Technical Support
RepresentativeTraining Start Date: December 1, 2025Training Hours: 8:00 a.m. – 4:30 p.m. ESTProduction Hours: M – F 8:00 a.m. – 8:00 p.m. ESTNO WEEKENDS!Location:Onsite111 Roberts Rd, Suite 400 Grindstone, PA 15442
Technical Support Representative – HVAC & Water Heating Systems
About the Technical Support Representative - HVAC & Water Heating Systems Role
The Technical Support Representative provides inbound technical assistance for all HVAC product lines, with a specialized focus on electric water heaters. This role requires a strong technical aptitude, exceptional customer service skills, and the ability to troubleshoot complex issues efficiently and professionally. The representative ensures every customer interaction is handled accurately, courteously, and in alignment with company standards.
Essential Duties and Responsibilities
- Receive inbound calls from new and existing customers to provide technical support for heating, cooling, and hot water products.
- Deliver advanced troubleshooting assistance for electric tankless water heaters and other direct-to-consumer products.
- Diagnose and explain equipment operations, faults, and corrective actions while guiding customers through step-by-step troubleshooting.
- Read, interpret, and apply wiring schematics and flow diagrams during technical support interactions.
- Accurately create, update, and maintain customer records in the Technical Support database.
- Process all calls following required data entry standards, troubleshooting guidelines, and escalation protocols.
- Collaborate with internal teams or key contacts to resolve escalated customer issues as needed.
- Meet or exceed Quality Assurance and key performance metrics.
- Perform other duties and responsibilities as assigned.
Qualifications
- Familiarity with HVAC systems, plumbing, mobile app support, or basic electrical/electronic systems.
- Experience with order processing systems, databases, or tracking tools.
- Strong verbal and written communication skills with a professional, customer-focused demeanor.
- Minimum typing speed of 30 WPM.
- Advanced ability to navigate multiple computer systems and utilize standard office software (Microsoft Office Suite).
- Demonstrated ability to multitask, adapt to change, and work effectively in a fast-paced environment.
- Problem-solving mindset with a commitment to continuous improvement.
- Must be able to sit for extended periods while maintaining focus and productivity.
Preferred Skills
- 6–12 months of prior technical support or related field service experience.
- Interest or experience in software engineering, networking, mobile applications, digital support, or IoT technology.
- Relevant certifications in HVAC, plumbing, electrical, or heating systems.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO Statement:
ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. #indsj1
