Technical Support Specialist

Salary: $40,000 - 50,000 per year Requirements:

• We need strong technical knowledge of HVAC systems, zoning controls, relays, thermostats, low-voltage wiring, and general electrical troubleshooting.
• We need the ability to explain technical information in clear, customer-friendly language, with strong phone and email etiquette.
• We need a logical, detail-oriented problem solver who can work through complex issues under pressure.
• We are looking for a customer-first mindset and a genuine commitment to helping clients succeed with our products.
• We need familiarity with ticketing or CRM platforms, including clear documentation practices; experience with Freshdesk is preferred.
• We need the ability to read and interpret mechanical blueprints and HVAC installation plans.
• We need strong organizational skills and the ability to manage multiple priorities efficiently.
• We need a collaborative team player who can work closely with sales, engineering, and manufacturing.
• We prefer candidates with at least 1 year of technical support or field service experience, ideally in HVAC or electrical systems.
• We prefer an associate degree or certification in HVAC, Electrical Engineering Technology, or a related field.
• Hands-on installation experience or a field technician background is highly valued.
• Experience with zoning systems such as ZoneFirst, Zonex, Honeywell, Arzel, or EWC is a strong plus.
• We require a bachelors degree.
• We require 2 years of critical thinking experience.
• Spanish language skills are preferred.

• We serve as the primary contact for inbound technical support calls related to our zoning control systems.
• We diagnose and resolve technical issues by walking installers, contractors, and technicians through troubleshooting steps.
• We record and monitor customer interactions in our CRM or ticketing system to support follow-up and accurate documentation.
• We stay composed and professional during escalated calls, providing solutions or directing issues to the right team when needed.
• We receive and manage warranty claims through our internal ticketing workflow.
• We assess claims against warranty guidelines and technical findings.
• We communicate claim decisions, replacement parts, or service recommendations to customers.
• We coordinate shipping arrangements for approved replacements or returns.
• We handle returned products, including defect verification and product evaluation.
• We issue RC numbers and follow returns through to completion.
• We work with inventory and shipping teams to keep stock records accurate and support restocking.
• We deliver excellent service for both technical and general customer inquiries.
• We support contractors and installers with proper system installation.
• We help interpret wiring diagrams, zone damper layouts, thermostat compatibility, and control logic.
• We provide remote, real-time installation guidance to prevent or resolve jobsite issues.
• We review HVAC zoning layout plans submitted by customers or contractors.
• We identify weaknesses or concerns in zoning strategies and recommend improvements.
• We prepare system quotes or material lists based on reviewed plans.
• We coordinate with sales or engineering on more complex custom systems.

• CRM
• Support

More:

We are a growing team focused on innovating the future of residential and commercial HVAC zoning. This is a full-time, in-person role based in the office with phone and computer-driven work, standard 8-hour shifts, and occasional after-hours support. We offer ongoing training and support to help sharpen your technical and customer service skills, along with a collaborative, supportive environment where your expertise makes a daily impact. Our benefits include a 401(k), dental insurance, health insurance, a health savings account, paid time off, parental leave, and vision insurance. The pay range for this position is $40,000 to $50,000 per year.

last updated 43 week of 2026