Technical Support - Level II

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Technical Support - Level II

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    Technical Support - Level II
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Job Title: Technical Support - Level II 

Location: Moorestown, NJ 

Shift: 1st (Full-Time) 

Pay: $15.00-$18.00 


Job Summary: 

The position requires strong customer service skills, and the ability to troubleshoot over the phone. They must also be able to work well in a team environment.  Essential attributes include excellent communication and interpersonal skills and the ability to multitask and remain focused in high-pressure situations.  In addition, must be highly self-motivated, have a positive attitude, be resourceful, and enthusiastic about customer service. 


  • Provide technical support to sales representatives, installers, contractors, distributors, engineers and architects for purposes of educating and promoting company’s products.
  • Troubleshoot water heater products and issues via the phone, being able to clearly detect problems and pinpoint accurate solutions to get the unit running properly.
  • At the technical level, possess the ability to identify, research, and resolve contractor/end user installation and product use issues.
  • Ability to clearly identify business vs. technical problems and either resolve or escalate appropriately.
  • Enter product warranty information into the system and enter comprehensive notes into our system on every unit discussed.
  • Follow-up with customer issues in a timely manner.
  • Assist fellow technicians with high priority technical questions.
  • Answer emails from company website in regards to product information and troubleshooting.
  • Complete any miscellaneous tasks/projects assigned by your supervisor.


  • 1+ year of customer service, phone support and/or related experience plus a minimum of 2 years of technical troubleshooting experience
  • High School Diploma or equivalent.
  • Ability to articulate product information concisely to all levels of customers: end-user, contractor, distributor, engineers and architects.
  • Strong customer service skills.
  • Familiar with Microsoft Office applications, particularly Microsoft Outlook.
  • Availability to work any of the 7 days a week (including Holidays), and be flexible to work additional overtime when deemed necessary by Supervisor.

Preferred Qualifications:

  • Experience with HVAC hands-on field work.
  • Completion of HVAC training/certificate program, or related field
  • Experience in a call-center environment.
  • A drive to help others and those that enjoy the troubleshooting puzzle.


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