Product Support Specialist - Lake City, Minnesota
1 day ago
Job description
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
- 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
In addition to your salary, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision Insurance, Health Savings Account, Disability Benefits, Life Insurance, Paid Time Off and Holidays, and Retirement Benefits). Hearth & Home Technologies benefits are subject to eligibility requirements. Our company endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at or via email at [email protected]. The Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.
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