Position Summary

• Support the customer and field technicians
• Process information in response to inquiries/concerns/requests for technical help using company supported    applications and platforms
• Troubleshoot service requests and advise on appropriate action
• Answer incoming service requests professionally
• Enter service request information into database from phone calls or emails
• Research questions using database and team members input
• Process and resolve customer complaints
• Review service call requests from clients, review systems online, and adjust or repair to avoid dispatching field techs
• Identify problems, troubleshoot and make decisions to bring issues to conclusion
• Interact with contractors at remote locations working on mechanical equipment
• Complete EMS service calls and redirect to higher level techs as needed
• Prepare reports based on clients specifications
• Perform schedule changes in Energy Management software
• Review Energy Management alarms, resolve or redirect to appropriate resource
• Other duties as may be required and specified by management

DUTIES AND RESPONSIBILITIES:

• Strong computer skills and Microsoft Office proficiency
• Customer service experience
• Strong keyboard skills
• Strong communication and organizational skills
• Excellent verbal and written communications skills
• Ability to prioritize and complete a variety of simultaneous tasks
• Technical and problem-solving skills
• HVAC/building control/electrical systems knowledge and experience a plus
• Attention to detail
• Ability to work under pressure
• Work well on cross-functional teams
• Highly motivated with personal initiative
• Able to work in a remote setting without distractions
• Self-motivated and works well independently
  
  

REQUIRED SKILLS AND ABILITIES:

• Excellent communication skills
• Strong Microsoft Office/computer skills

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.