What are the responsibilities and job description for the Product Support Specialist (Burn Season Flex) position at Hearth & Home Technologies?
Description
Position at Hearth & Home Technologies, LLC
As a Hearth & Home Technologies Product Support Specialist (Burn Season Flex) in Lake City, MN, you will be responsible for providing prompt, professional and technical support to internal and external customers in response to a variety of technical and repair situations regarding gas, electric, pellet, and wood burning appliances.
Position Details
Position at Hearth & Home Technologies, LLC
As a Hearth & Home Technologies Product Support Specialist (Burn Season Flex) in Lake City, MN, you will be responsible for providing prompt, professional and technical support to internal and external customers in response to a variety of technical and repair situations regarding gas, electric, pellet, and wood burning appliances.
Position Details
- Starting Pay: $19.00-$21.00 per hour (based on skills & experience)
- Shift details: 8:30 AM – 3:00 PM Monday – Friday
- Seasonally: September to March / Reduced hours during the off months (4 hours per week)
- Paid Time Off
- Paid Holidays during Burn Season
- Access to Earnings On a Daily Basis
- 401k with company match
- Health Care: medical, dental, and vision
- Quarterly Profit Sharing (Eligible after 1 year of service)
- Tuition Reimbursement (Eligible after 6 months of service)
- Paid Parental Leave (Eligible after 1 year of service)
- $10,000 Adoption / Surrogacy Reimbursement (Eligible after 1 year of service)
- 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.
- Work internally with outside sales force, product management and other departments to ensure customer satisfaction.
- 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
- Work in a cohesive team environment
- High School diploma or equivalent
- Required - direct Customer Support or call center experience
- Salesforce knowledge is a plus
- Ability to employ proper customer handling techniques
- Possess troubleshooting and problem-solving skills
- Excellent oral and written communication skills
- Experience with Windows and Microsoft Office suite of programs
- Read, interpret, and understand blueprints and dimensional drawings
- Fluent in English; Preferred- Spanish and/or French languages ability is a plus
Salary : $19 - $22