Technical Support Representative 2

Job Description

This role provides remote technical support for HVAC, building automation, and energy management systems by monitoring alarms, troubleshooting issues, and guiding customers through resolutions. You will handle incoming requests via phone, email, chat, and alarm monitoring tools, ensuring timely issue resolution, accurate documentation, and appropriate escalation when needed. The position requires strong analytical thinking, clear communication, and the ability to work independently in a fast-paced support environment.

Responsibilities

• Monitor and respond to alarms and system notifications for HVAC, building automation, and energy management systems.
• Troubleshoot and resolve technical problems related to connectivity, equipment defects, and installations via phone, email, chat, and alarm monitoring tools.
• Remotely configure and test client equipment, ensuring systems operate correctly and efficiently.
• Walk customers through step-by-step corrective actions to resolve technical issues and restore system functionality.
• Identify system issues, determine root causes, and provide clear, actionable solutions or workarounds.
• Manage escalations by routing unresolved or complex issues to higher-tier support or appropriate technical teams.
• Coordinate onsite service calls by scheduling dates, times, and access details for field technicians when remote resolution is not possible.
• Deliver responsive and professional customer support, maintaining a high level of service and customer satisfaction.
• Log all customer interactions, troubleshooting steps, and outcomes in service tickets and internal systems with accuracy and completeness.
• Update and maintain records across multiple databases and computer systems to ensure current and reliable service information.
• Work independently with minimal supervision while following established procedures, service levels, and escalation paths.
• Collaborate with team members and leadership to share insights, improve processes, and enhance overall support quality.

Essential Skills

• Prior technical support experience, preferably in HVAC, building automation, or energy management systems.
• Hands-on experience monitoring and responding to alarms for technical or building systems.
• Proven ability to troubleshoot technical issues remotely, including connectivity and equipment-related problems.
• Experience identifying system issues and managing escalations to higher-tier support or field services.
• Strong customer service and customer support background in a help desk or call center environment.
• Ability to provide phone support and desktop support while guiding customers through step-by-step resolutions.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Demonstrated critical thinking and problem-solving skills in a technical support setting.
• Ability to work independently with minimal supervision and manage multiple cases or tickets simultaneously.
• Comfort using multiple databases, ticketing tools, and computer systems to document and track issues.

Additional Skills And Qualifications

• Experience supporting HVAC, building automation, or energy management software and related troubleshooting tools.
• background in help desk support, call center operations, or technical support roles in a service-oriented environment.
• Familiarity with remote configuration and testing of equipment and control systems.
• Ability to adapt to changing priorities, shift schedules, and varying customer needs.
• Strong organizational skills and attention to detail when documenting issues and updating records.
• Interest in growing into long-term opportunities through a contract-to-hire arrangement.

Work Environment

The position is based in an office environment in Round Rock, Texas, within the United States. The primary schedule includes overnight shifts from 10:00 PM to 7:00 AM, with one weekend day off. One team member will work full overnight shifts, while others will work weekday schedules that include weekend coverage; the team will strive to provide back-to-back days off during the week for those working weekends. The role starts on-site, with the opportunity to transition to remote work after training is successfully completed; the timing of this transition depends on how quickly each individual becomes proficient with the systems and processes. You w…