Answer customer questions, of a technical nature, from support customers via phone, email, and chat.
Support cases can range from basic “How To” questions to technical issues and require a working knowledge of the common residential HVAC systems, home networking, basic mobile device usage, and our product line. Examples of support cases include (but not limited to):
Guidance with how to wire a thermostat for heating and cooling applications.
Assisting a customer with setting up the thermostat with the proper configuration options for their particular application.
Troubleshooting symptoms as reported by the customer to determine the cause of the problem and assist with resolving it if possible.
Ability to determine via troubleshooting if an issue lies with the product, the customer, or peripheral equipment (HVAC, Network, Mobile devices, etc.)
Be able to identify if symptoms reported by the customers are related to a known quality issue, or if a new issue needs to be identified, documented, and escalated.
Approve and process warranty/return requests.
Maintain accurate electronic records of all customer interactions using support/sales CRM system.
Exhibit a courteous, empathetic and patient demeanor with support customers at ALL times.