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IBC Technologies Canada

Burnaby / Global

Hybrid Technical Support Specialist II

Job Description

Join our team as a Technical Support Specialist II in a flexible hybrid format! Deliver exceptional support to clients facing HVAC and plumbing concerns through effective troubleshooting.

This role requires hands-on experience with heating systems, including boilers and heat pumps. You will engage with customers to address post-sale issues while utilizing your problem-solving skills. Your role is crucial in transforming client challenges into resolutions via phone and email communications.

Key Responsibilities:

• Assist customers with service and installation questions

• Troubleshoot mechanical issues promptly

• Provide support on warranty and repairs information

• Manage returns for defective or malfunctioning items

• Keep meticulous records and track resolutions in CRM

Requirements:

• Prior experience with customer service in a technical setting

• Familiarity with mechanical systems and HVAC

• Strong written and verbal communication skills

• Advanced CRM skills for record management

• Ability to meet deadlines and manage ticket time efficiently

Make a difference each day by solving customer problems and enhancing their experience in the HVAC field.

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