HVAC Tech Support

Accountabilities: Provide technical support to homeowners who have purchased residential HVAC equipment through an online platform. Handle customer calls and provide clear, professional guidance on product questions, installation-related concerns, and technical issues. Troubleshoot HVAC problems remotely by gathering relevant information, diagnosing potential issues, and recommending appropriate next steps. Translate complex HVAC concepts into simple, understandable explanations that customers can quickly follow. Deliver a positive and helpful customer experience while maintaining professionalism and patience during challenging interactions. Manage multiple customer needs and responsibilities efficiently within a fast-paced support environment. Apply hands-on HVAC experience to identify potential problems and determine practical troubleshooting solutions. Document relevant customer and technical information accurately and maintain strong attention to detail. Collaborate with team members when issues require additional expertise, coordination, or follow-up. Work effectively with ambiguity and use sound judgment to resolve customer issues while following established processes and organizational values. Maintain consistent availability at the workstation and be ready to handle phone interactions throughout scheduled working hours. Participate in periodic hands-on training and product refurbishment activities that may require travel. Adapt to rotating schedules and periodic weekend coverage as required. Requirements Minimum 5 years of experience as an HVAC technician , preferably in residential service. Strong practical knowledge of residential heating, cooling, and HVAC equipment. Excellent verbal and written communication skills with the ability to explain technical information clearly to non-technical customers. Strong customer service orientation and an approachable, warm, and professional communication style. Demonstrated computer proficiency and typing speed of 40+ words per minute . Comfortable working in a fast-paced environment while managing multiple responsibilities. Strong attention to detail and ability to accurately process technical and customer information. Self-motivated, ambitious, and willing to take ownership of responsibilities and customer outcomes. Strong problem-solving skills and ability to work effectively when information or circumstances are ambiguous. Ability to work collaboratively while also operating independently when appropriate. Reliable high-speed internet connection and stable power supply required. Quiet, dedicated home office environment suitable for professional phone conversations, without pets or other household distractions in the workspace. Willingness to work scheduled hours from a dedicated workstation; this is not a flex-time remote position. Willingness to travel periodically for hands-on training and product refurbishment. Flexibility to work a rotating schedule, including occasional weekends. Benefits Competitive compensation based on experience and qualifications. Group health insurance with Health Savings Account options. 401(k) retirement plan. Paid time off. Paid holidays. Life insurance. Short-term disability coverage. Paid educational and professional development training. Company-provided computer equipment. Training and onboarding provided. Fully remote work environment. Opportunity to transition from field-based HVAC service into a technical support career. Opportunity to use existing HVAC expertise while strengthening communication, troubleshooting, and customer service skills.