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Call Center Support Technician - Level 2
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NexRev, LLC
Remote
$58,500 Salary, Full-Time
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Job Description
Job Description:
NexRev is seeking top performers who thrive in a fast-paced, customer‑focused environment. As we continue to develop our team of experienced HVAC and Energy Management Systems (EMS) Technicians, we are looking for individuals who can provide advanced technical support for building automation and energy management systems across multi‑site customer portfolios. The Level 2 Technician responds to escalated service requests, troubleshoots complex EMS system issues remotely, collaborates with field technicians, and helps ensure optimal building performance. This role requires strong analytical skills, technical troubleshooting abilities, and a commitment to delivering exceptional customer service. Responsibilities Customer Support & Call Handling Answer incoming service requests in a professional and courteous manner.- Document all service request details accurately from calls and emails.
- Research and resolve questions using system tools, documentation, and team expertise.
- Address and resolve customer complaints with urgency and care.
- Provide timely guidance to team members, assisting Level 1 technicians with escalations and troubleshooting questions.
- Prepare customer-specific reports based on required metrics, trends, or system performance indicators. Schedule Management & Alarm Handling
- Make schedule changes and operational adjustments in Energy Management software.
- Review EMS alarms, analyze system alerts, and resolve or escalate as appropriate.
- Monitor alarm patterns to identify potential systemic issues. Hours of Duty (to be determined)
- Weekdays, holidays, overnight, and weekend hours may be required. Experience Requirements
- HVAC, refrigeration, or Energy Management Monitoring experience, ideally with systems such as Novar, CPC, Trane Summit, or similar controls platforms.
- Minimum 1 year of experience in troubleshooting HVAC, low voltage controls, electrical and building controls.
- Technical or mechanical background with emphasis on HVAC, refrigeration, electrical, or BAS/EMS principles.
- Customer service experience in a support or call center environment. Required Skills
- Strong computer proficiency, including Microsoft Office.
- Above-average typing/keyboard accuracy and speed.
- Strong verbal and written communication skills.
- Excellent organizational skills with the ability to multitask across multiple screens and software tools.
- Ability to work in a fast‑paced environment and prioritize effectively. Preferred Candidate Qualities & Characteristics
- Knowledge of or experience with energy controls platforms such as Niagara, Novar, CPC, Trane Summit, Symbio (preferred).
- HVAC mechanical knowledge or trade experience (preferred).
- Excellent verbal/written communication and interpersonal skills.
- Strong technical, analytical, and problem‑solving abilities.
- High attention to detail and accuracy.
- Ability to perform under pressure and manage urgent service needs.
- Team-oriented mindset; able to collaborate across operations, engineering, and customer support.
- Self-motivated, proactive, and capable of working independently.
- Bilingual skills a plus.