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Call Center Support Technician / Assistant Manager - Level 3
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NexRev, LLC
Remote
$75,000 Salary, Full-Time
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Job Description
Job Description NexRev is seeking a technically strong and people-driven Controls Level 3 Technician / Assistant Manager to serve as a senior leader within our Energy Management Systems (EMS) call center. This role blends advanced controls expertise with team leadership, customer relationship management, and service excellence. In this role, you will serve as the highest-level escalation point for complex technical, programming, and controls issues across platforms including Novar, CPC, Trane Summit, Niagara, and Freedom. You will build and maintain positive client relationships throughout every service interaction, ensuring professionalism and customer satisfaction at every touchpoint. As an Assistant Manager, you will oversee a team of 10 or more agents — monitoring KPIs, delivering coaching, and driving continuous improvement through training guides and development courses. You will also monitor call center software and SLA performance and prepare internal and external reports while maintaining KPI dashboards. This position requires on-call availability 24/7 for team support, with flexibility for evenings, weekends, and holidays. Responsibilities
- Ensure that NexRev builds, fosters, and maintains positive customer relationships throughout the service call process
- Handle escalated calls or emails for technical or programming issues
- Process information in response to inquiries, concerns, and requests for technical help using company-supported computer applications and platforms
- Build and maintain Customer Call handling guides and technical support guides
- Build training courses for team agents to continue growth
- Monitor and maintain team agent KPI's. Use effective coaching and corrective action to maintain required KPI's
- On Call 24/7 for team support and volume assistance
- Monitor call center software to manage and assist with maintaining customer SLA's Phones / Email correspondence Answer incoming service requests professionally Enter service request information into the database from phone calls or emails Research questions using the database and team members Process and resolve customer complaints Escalation point for advanced technical support and or troubled callers and resolve effectively Reports Prepare reports for both internal departments and external customers Maintain KPI dashboards Hours of Duty (to be determined) Weekdays, holidays, overnight, and weekend hours may be required.
Preferred candidate qualities and characteristics:
- HVAC, Refrigeration, and Energy Management Monitoring Experience, including various monitoring software and controls: Novar, CPC, Trane Summit, Niagara, Freedom, etc.
- Technical or mechanical background with an emphasis on Refrigeration, HVAC, or Electrical principles
- Required programming experience in Niagara-based platforms
- Strong computer skills and Microsoft Office proficiency
- Management of a team of 10 or more
- Strong attention to detail
- Ability to work under pressure
- Work well on cross-functional teams
- Highly motivated with personal initiative
- Usage of AI tools. ChatGPT, Claude AI
- Knowledge of RingCentral software