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Technical Support Specialist
Skills
APIAdoptionConstructionCustomer ExperienceCustomer SuccessHubspotIT Escalation
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3+ years of experience in B2B technical support or a similar customer-facing technical role
- HVAC experience as a contractor or engineer
- Strong troubleshooting skills across web-based software products
- Ability to clearly communicate technical concepts to technical and non-technical users
- Experience using support tools such as Zendesk Intercom HubSpot Jira or Linear
- Highly organized and responsive in fast-paced environments
- Comfort working remotely with a distributed team
Nice to have
- Early-stage startup experience
- Construction background
- Engineering background
- HVAC industry familiarity
- API familiarity
- Integration familiarity
- Debugging tool familiarity
- Documentation creation
Day to day
- Respond to inbound client questions across live messaging tickets and screen-share or video calls with speed clarity and precision.
- Take full ownership of issues from first response through resolution while consistently meeting SLAs and CSAT targets.
- Diagnose bugs replicate issues and partner with Engineering and Client Success to drive fast resolutions and improve the support experience.
- Guide customers on workflows best practices and product adoption while building documentation tutorials and FAQs.