Position Summary The Technical Support Agent provides technical documentation, equipment identification, and troubleshooting assistance to internal and external customers. This role supports air-conditioning and refrigeration equipment and related components while working closely with field service, customer support, and warranty personnel. Key Responsibilities

• Assist field service representatives with technical questions and service-related needs.
• Provide technical troubleshooting support for company-supplied air-conditioning equipment and related components.
• Locate and provide technical literature, manuals, and other documentation to internal and external customers.
• Help customer support representatives identify equipment and determine the correct parts for specific requests.
• Assist the Warranty Administrator in evaluating whether submitted claims followed the appropriate technical procedures.
• Document customer questions, troubleshooting steps, findings, and resolutions accurately.
• Communicate clearly and professionally with customers and internal teams by phone and in writing.
• Escalate complex technical issues when additional review or field support is required. Required Qualifications
• Associate degree or two-year technical degree in refrigeration, HVAC/R, or a related field, or equivalent practical experience.
• Working knowledge of HVAC/R systems, components, and operating principles.
• Ability to read and interpret technical drawings, electrical schematics, and wiring diagrams.
• Strong problem-solving, critical-thinking, and troubleshooting skills.
• Clear written and verbal communication skills.
• Strong organization, attention to detail, and follow-through.
• Proficiency with Microsoft Office and the ability to learn MRP or similar business systems. Preferred Certification
• EPA Section 608 and/or Section 609 refrigerant certification.

Pay:

$65,000.00 - $75,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Vision insurance

Work Location:

In person