Provide customers with support based on the customer’s technical problems related to their building systems as well as provide remote technical support to installers and subcontractors. Answer customer’s calls by telephone and use a ticketing platform to determine the nature of the problem and respond to each situation by assessing customer’s needs and providing clear and accurate responses to the customer.
Principle Duties and Responsibilities:
1. Works within a ticketing system to diagnose and troubleshoot remote issues customers are having with their building management system.
2. Answers customer’s calls by telephone and/or email to determine the nature of the problem and responds to each situation by assessing customer’s needs and providing clear and accurate responses.
3. Provides remote technical support to installers and customers. May be asked to provide on-site technical support to installers and customers.
4. Triage alarms and create work order dispatches using 3rd party work order platforms.
5. Articulates resolution to a customer’s problem clearly in both verbal and written communication. The resolutions must be explained to the customer in a format that is understandable. Facilitates resolutions that are in the best interest of the customer and CBRE|Smart FM.
6. Performs system analysis and diagnostics. Isolates and troubleshoots problems, taking corrective action if possible.
7. Documents problems and resolutions and reports findings back to the Account Executive for customer follow-up.
8. If required, re-creates customer problems in-house for the purpose of testing solutions.
9. Prepares accurate paperwork.
10. Responsible for keeping the customer and CBRE|Smart FM management advised of any outstanding and reoccurring problems with products, services, or customers.
11. Communicates regularly suggested improvements to the various communications and interactions with CBRE|Smart FM by the customer.
12. Communicates with the wider team to share knowledge and information.
13. Working hours are morning shift (6am-3pm) Tues-Friday (Monday normal working hours 8am-5pm).
Person Specification:
Education
* Preferred – Bachelor’s Degree in HVAC, Electrical Engineering, or Mechanical Engineering.
Work Experience
* Work history in HVAC or similar industry.
* Work history in customer support or a similar role.
Knowledge
* Experience with control and HVAC systems and their terminology.
* Experience in customer support over the phone and via a ticketing system.
* Experience in a fast-paced reactive environment.
* Must possess a thorough knowledge of the use, setup, and operation of Windows-based computers and desktop applications such as MS-Word and MS-Excel.
Functions
* Must be flexible with schedule, including working some nights and holidays when requested.
* A valid driver’s license with a good driving record for applicable vehicles is preferred, without restrictions or limiting conditions (Corrective lenses permitted).
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