Technical Product Support Specialist

Overview
We are currently seeking someone who has the ability to learn our products and apply problem solving skills as a Technical Product Support Specialist!
You will utilize your problem-solving and listening skills to their fullest extent by supporting our HVAC clients and customers as they call in seeking product support.
Just a few reasons to apply:

• Competitive salary and benefits
• Work from home: 1 day per week after meeting performance goals
• Near the Capitol building and near UW-Madison: 130 S. Ingersoll, Madison, WI 53703
  
  • Free downtown lot parking
  • Bike path friendly (Capitol City Trail) with indoor bike storage available
  • Bus line accessible such as A, B, and C lines
• Schedule: Monday-Friday 8:30am-5:15pm (no weekends!)
• Team culture: One team approach with team camaraderie, potlucks, and social events
• Training: 8 weeks of dedicated paid training with regular ongoing product training to sharpen your skills
• Career growth: This role is a strong stepping stone within AprilAire. Team members have advanced into senior roles such as Senior Technical Product Support Specialist , as well as careers in Sales, Product Management, Engineering, Marketing, Training, and more . It's a proven feeder position that opens the door to multiple career paths across the organization.

• Delivering excellent customer service, product/technical support and product specification within a fast-paced environment
• Listening to your customers (which include HVAC professionals and homeowners) and asking questions to get to the root of the problem
• Steering through product support problems with customers including post-sale troubleshooting, installation guidance, and maintenance resolutions
• Providing guidance and answering product specifications such as thermostats (including Wi-Fi), ventilation, humidifiers/dehumidifiers, etc
• Multitasking within an email queue to provide technical support and answer general product questions
• Completely resolving the customer's problem including clarifying the concern, determining the cause of the concern and then selecting and explaining the best solution
• Learning, growing, and deepening your understanding of indoor air quality solutions
• Multitasking while on a call or email by documenting transactions into CRM system

• Comfortable working onsite 4-5 days per week
• Naturally curious; you want to solve a problem and learn more
• Deep understanding of good customer service
• Ability to learn technical aspects about a product (we provide training and one on one support)
• Good typing and computer skills
• Written and verbal troubleshooting skills
• Bonus: You have an Associate's or Bachelor's degree in any concentration (not required)