Hearth & Home Technologies (HHT) needs to provide prompt, professional, and technical support to internal and external customers regarding a variety of technical and repair situations for their gas, electric, pellet, and wood burning appliances.
Requirements
- Salesforce knowledge is a plus
- Possess troubleshooting and problem-solving skills
- Experience with Windows and Microsoft Office suite of programs
- Read, interpret, and understand blueprints and dimensional drawings
Responsibilities
- Provide technical and directional assistance to internal and external customers on process and products manufactured by Hearth & Home Technologies (HHT).
- Assist customers via phone, email, and other support tools
- Escalate necessary issues to Consumer Care Team Lead for direction or resolution.
- Assist with technical and/or complex customer service problems.
- Research service part requirements applicable to unit based on model and serial number.
- Open, track, and close trouble tickets within HHT’s CRM systems; ensure problem ownership and promotes end-user satisfaction
Other
- High School diploma or equivalent
- Required - direct Customer Support or call center experience
- Ability to employ proper customer handling techniques
- Excellent oral and written communication skills
- Fluent in English; Preferred- Spanish and/or French languages ability is a plus
