Technical Support Representative

Job Number: 6340

External Description:

Carrier is a leading provider of HVAC, refrigeration, fire, security, and building automation technologies. These high-technology products and services enable modern life by delivering efficiency, safety, and security across several platforms. Enable qualified individuals with disabilities to perform essential functions.

About this role

As a Technical Support Specialist at Edwards, you will be responsible for all aspects of providing technical support to Edwards™ customers.

Key Responsibilities

• Provide technical support via telephone, email, or chat.
• Follow predefined procedures to identify, evaluate, solve and escalate product-related issues.
• Help to reduce technical field installation time and application errors.
• Ensure accuracy of technical information provided to customers.
• Provide timely solutions to technical field problems requiring attention to detail.
• Answer incoming phone calls regarding issues with Fire Alarm and Detection products. (Approx. 15-20 calls/day)
• Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes.
• Works under general supervision to provide product and technical support.
• Responds to basic customer inquiries related to installation, modification, upgrade, maintenance, and repair of the company products or equipment purchased.
• Troubleshoots technical problems and issues, with assistance from TSS, STSS, or TS Engineer.
• Develops a general understanding of entry-level products and troubleshooting processes.
• Completes product e-learning courses for entry-level or over-the-counter products.
• Attends any relevant instructor-led training.

Basic Qualifications

• HS Diploma or GED

Preferred Qualifications

Other qualifications you may have that would be beneficial in this role include:

• 3+ years of installation/service experience
• Nicet Level I
• AS Degree
• Able to participate in an “On Call” rotation.
• Able to work in a team environment
• Able to participate in a “Late Shift” rotation. (9-6 M-Th, 8-5 Fr)
• Ability to work with limited supervision and generate results with limited instructions.
• Understanding of Ohms Law
• Must be able to participate in a “Late Shift” rotation. (9-6 M-Th, 8-5 Fr)
• Strong Interpersonal skills.
• Strong deductive reasoning skills.
• Familiarity with Windows Operating Systems.
• Experience working with commercial fire alarm control panels and detection products.

RSRCAR

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Job Number: 30161435

Community / Marketing Title: Technical Support Representative

Location_formattedLocationLong: Florida, US