Technical Support Specialist

2 weeks ago

Burnaby, Canada IBC Technologies Inc. Full time

**Position Title: Technical Support Specialist**
- **Are you fueled by the thrill of solving problems and the satisfaction of turning customers' worries into smiles?**_ We have an opportunity for you to do just that As a Technical Support Specialist at our company, you will be a crucial part of our mission to deliver outstanding technical support to both commercial and residential clients.

Harness your technical prowess in a hybrid role that offers flexibility without missing out on the in-person engagements that so many of us thrive on. You'll find yourself diving into the diverse challenges of diagnostics and resolutions for an array of post-sale issues. Your playground will include boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.

Take your passion for problem-solving to the next level and join our team to make a tangible difference in the day-to-day lives of our customers. Your skill, dedication, and customer-oriented approach will be the beacon that guides our customers from their heating concerns to solutions. Don't miss this opportunity to turn your passion into a rewarding career

**About Us**

IBC Technologies Canada is a leading manufacturer of high-efficiency boilers and water heaters for residential and commercial use in North America. As a proud member of the Rheem Manufacturing Company's family of brands, we are committed to bringing reliable comfort into people's lives while working towards a more sustainable future. Since 1995, IBC has been at the forefront of innovation in the heating industry.

At IBC, we are dedicated to creating lasting, positive change in people and the environment. We strive to be the leader in energy-efficient water heating and the solution of choice for our customers. Our team is passionate, inclusive, and respectful, and we strive daily to embody our core values. Accountability, integrity, quality of work and interactions, openness, and teamwork define who we are at IBC, and we attribute our success to the strength of these values.

**Position Summary**

The **Technical Support Specialist** provides technical support for commercial and residential customers and contractors. The role will be hybrid with a mix of in-office work and work from home, offering diagnostics and resolutions for a range of post-sale issues, including but not limited to boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.

**Schedule**: Monday to Friday, 8 am to 4:30 pm. May occasionally require weekends and holidays.

**Work Arrangement**: Work from home days available after completing training.

**Reporting to**: Manager, Customer Experience

**Essential Functions**
- Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.
- Support customers in the interpretation of warranty information.
- Arrange for malfunctioning or defective items to be returned for repair or replacement.
- Track requests, troubleshoot problems, assess parts or spare inventory, document resolutions, and determine warranty eligibility on CRM.
- Drafting process documents and troubleshooting guides.
- Ensure full resolution and conclusion of tickets.
- Performs other duties as assigned.

**Qualifications**

Knowledge, Skills, & Abilities:

- Excellent customer service skills.
- Mechanically inclined.
- Excellent verbal and written communication skills.
- Meticulous in nature, with a strong focus on accuracy.
- Advanced proficiency in CRM.
- Working proficiency in MS Office Suites.
- Demonstrated ability to work well with others in a matrix team environment.
- Ability to see cases and tickets through to their conclusion.
- Demonstrated ownership.
- Ability to manage time on tickets efficiently.
- Ability to read, write, and comprehend technical instructions, short correspondence, technical documentation and memos.
- Excellent problem-solving skills for technical products.

Work Experience:

- Prior experience providing remote technical support and customer service.
- Prior experience maintaining extensive customer records on CRM.

**Apply**

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Burnaby, BC V5J 5M8: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you have CRM experience?
- Are you mechanically inclined?

**Experience**:

- Technical support: 2 years (preferred)

Work Location: Hybrid remote in Burnaby, BC V5J 5M8

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