HVAC Remote Support Technician responsible for providing technical support and troubleshooting for BAS/BMS systems. Collaborating with clients and field technicians to ensure optimal HVAC system performance.
About the role
- Product Support Analyst at Keyloop ensuring excellent customer service and resolving product issues. Collaborating globally to enhance service delivery and support strategic objectives.
Responsibilities
- Owning and progressing cases through to resolution by utilising available resources and expanding own knowledge.
- Escalating a case in good time.
- Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
- Communicating cooperatively with team members, other departments and management to deliver timely resolution of customer issues.
- Documenting solutions and producing written guidance on resolution steps and procedures.
- Being passionate and pro-active in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset and working closely with management to increase the level of personal skills and competence.
- Self-Motivation & initiative to aid your investigation process and career development.
- Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level of knowledge within support.
- Ensuring root cause analysis is carried out where necessary.
- Identify training gaps in our knowledge media and recommend areas for improvement.
- Actively contribute to case reduction initiatives.
Requirements
- Experience of working with customers
- ERP Application support
- Experience of supporting customers to a high level of performance, productivity and customer satisfaction
Benefits
- An inclusive environment to thrive
- Opportunities for professional growth
- Competitive pay reflecting performance
- Support and collaboration within the organization
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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