Technical Product Support Specialist

Technical Product Support Specialist

We are currently seeking someone who has the ability to learn our products and apply problem solving skills!

You will utilize your problem-solving and listening skills to their fullest extent by supporting our HVAC clients and customers as they call in seeking product support.

Just a few reasons to apply:

• Competitive salary and benefits
• Work from home: 1 day per week after meeting performance goals
• Location: Near the Capitol building and near UW-Madison: 130 S. Ingersoll, Madison, WI 53703
• Free downtown lot parking
• Bike path friendly (Capitol City Trail) with indoor bike storage available
• Bus line accessible such as A, B, and C lines
• Schedule: Monday–Friday 8:30am–5:15pm (no weekends!)
• Team culture: One team approach with team camaraderie, potlucks, and social events
• Training: 8 weeks of dedicated paid training with regular ongoing product training to sharpen your skills
• Career growth: This role is a strong stepping stone within AprilAire. Team members have advanced into senior roles such as Senior Technical Product Support Specialist, as well as careers in Sales, Product Management, Engineering, Marketing, Training, and more. It's a proven feeder position that opens the door to multiple career paths across the organization.

Responsibilities

Your day will include:

• Delivering excellent customer service, product/technical support and product specification within a fast-paced environment
• Listening to your customers (which include HVAC professionals and homeowners) and asking questions to get to the root of the problem
• Steering through product support problems with customers including post-sale troubleshooting, installation guidance, and maintenance resolutions
• Providing guidance and answering product specifications such as thermostats (including Wi-Fi), ventilation, humidifiers/dehumidifiers, etc
• Multitasking within an email queue to provide technical support and answer general product questions
• Completely resolving the customer's problem including clarifying the concern, determining the cause of the concern and then selecting and explaining the best solution
• Learning, growing, and deepening your understanding of indoor air quality solutions
• Multitasking while on a call or email by documenting transactions into CRM system

Qualifications

If the below says "Me!", consider applying today:

• Comfortable working onsite 4-5 days per week
• Naturally curious; you want to solve a problem and learn more
• Deep understanding of good customer service
• Ability to learn technical aspects about a product (we provide training and one on one support)
• Good typing and computer skills
• Written and verbal troubleshooting skills
• Bonus: You have an Associate's or Bachelor's degree in any concentration (not required)