Technical Support Agent

  • Milton
  • Atosa Usa, Inc.

Description: Requirements : Responsibilities

  • Product Knowledge: Become familiar with all Atosa’s products, learn about new products in expanding product lines, and stay on top of equipment product design changes/improvements. Study equipment specifications, part diagrams, user manuals, and other available materials to learn about the products. Atosa products include refrigeration, gas equipment, kitchen appliances, and more.
  • Technical Support: Provide technical support to customers including installation or programming information, troubleshooting, instructions for preventative maintenance, and diagnostics. Be able and available to assist on all technical support issues, of all projects, as needed or required.
  • Troubleshooting and Diagnostics: Understanding the urgency of getting the correct information to resolve issues within a timely manner, actively listen to and document customer concerns, gather operational and basic diagnostic information from customers, clearly communicate and explain in detail to customers and technicians how to troubleshoot components and equipment operations to discover and eliminate possible issues, and determine the root cause of the issue(s).
  • Documentation: Record data accurately as received from customers regarding warranty claims. Complete all required paperwork for work requests, service reports, etc within the assigned time frame using the approved systems.
  • Customer Service: Develop and maintain excellent customer service to internal and external customers at all times. Answer a high volume of inbound calls from end users regarding warranty claims.

Skill Requirements

  • Excellent organizational skills and ability to prioritize workload, multi-task, and meet deadlines in a high volume/fast paced environment.
  • Ability to work and obtain knowledge independently and be self-motivated, as well as the ability to work efficiently with a team.
  • Excellent customer service, interpersonal, communication, and problem solving skills.
  • Possess knowledge regarding basic and needed “tools of the trade“.
  • Ability to read, understand and review diagrams and specifications related to HVAC service and installation (such as wiring schematics, unit schematics, pt charts, etc).
  • Self-sufficiency, accuracy, technical skills and knowledge of commercial refrigeration and cooking equipment.
  • Knowledge of refrigeration equipment operations (such as correlated temperatures to pressures, proper handling and safety practices for various refrigerants, line voltage and low voltage operations and controls, etc).

Minimum Experience Required

  • Education: Associate’s (AA) degree or equivalent from a two-year college or certification from a technical school in HVAC/R
  • Job Field: 2+ years commercial refrigeration service and customer service experience