As a Product Tech Support Specialist with Hearth and Home Technologies in Halifax, PA you will be responsible for providing prompt, professional and technical support to internal and external customers in response to a variety of technical and repair situations regarding gas, wood and electric fueled appliances, electronic ignition systems, Wi-Fi controls and mobile app support and services.  

• Provide technical assistance to customers on products purchased from Hearth and Home Technologies 
• Provide troubleshooting assistance to customers via phone, email, and remote support tools 
• Escalate necessary issues to Senior Technical Support Specialists for direction or resolution. 
• Works internally with outside sales force, product management and other departments to ensure customer satisfaction. 
• Assists customer service staff with technical and/or complex customer service problems. 
• Research service part requirements based on internal documentation and appliance requirements. 
• Opening, tracking, and closing trouble tickets within the Hearth and Home Technologies Salesforce CRM; ensures problem ownership and promotes end-user satisfaction 
• Actively participate in hands-on training and continuous improvement exercises to maximize exposure, knowledge, and expertise on products as well as serving as a trainer for others
• Work independently with a moderate level of decision-making abilities to address issues in an appropriate manner.

• High School diploma or equivalent.
• Required- direct Customer Support or call center experience
• Preferred- Certification or Education in network configuration or support.
• Possess troubleshooting and problem-solving skills
• Excellent oral and written communication skills
• Employ proper customer handling techniques.
• Fluent in English; Preferred- Spanish and/or French languages ability is a plus