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HVAC Technical Support Specialist

HVAC Technical Support Specialist

Open to Nashville-based or Remote Candidates

 

About XOi:

XOi is the field service industry’s leading smart technology provider, built to transform the way service professionals communicate and do business. Our vision is to address the challenges and effects of the ongoing labor shortage in the trades through innovative technology and data science solutions. Every day field service technicians across the nation utilize our suite of products to increase efficiency and performance on the job, streamline communication and information sharing, build skills, and gain insights.

At XOi, we’re continuing to build the next generation of intelligent technology solutions for field technicians, managers, and the customers they serve. Do you want to play an integral role in developing products that can bring new efficiencies and data capture capabilities to every jobsite? Are you a passionate team player looking to make your mark and launch the next phase of your career? Do you have a proven track record of crafting thoughtful approaches to complex problems? If you’re an innovator in the workplace looking to challenge yourself with work that matters, we want to talk to you.

 

About the Role:

XOi is seeking an experienced HVAC Technical Support Specialist to join our Customer Success team. This role will play an integral role in providing support and HVAC subject matter expertise to XOi’s Customer Success and Data Science teams, managing data entry and live video training, troubleshooting, and support for XOi customers.

Currently open to both Nashville-based and remote candidates, this role is perfect for an experienced technician looking to retire from physical field work and express their knowledge and expertise in a different environment. The ideal candidate for this role has experience working in the field service industry, with extensive knowledge of commercial HVAC equipment. This role requires a combination of technical support and customer service, so candidates must also exude a “customer first” mentality, with effective listening, problem-solving, and communication skills.

 

Responsibilities:
  • Accurately maintain and update database, properly labeling and entering data as needed
  • Provide live video support for customers, effectively demonstrating knowledge and experience with HVAC equipment
  • Maintain external customer satisfaction by promptly responding to requests and communications
  • Research required information using available resources
  • Expand knowledge as needed through self-study and company sponsored training programs
  • Follow all internal and external safety policies
  • Additional assigned duties as needed
Requirements:
  • Minimum 10-15 years of HVAC Commercial Service experience
  • A track record of high achievement
  • Excellent written and verbal communication skills
  • Fundamental knowledge of HVAC Systems – experience with HVAC/Plumbing industry preferred
  • A working vocabulary of the building/construction trades
  • Familiarity with CRM database entry
  • Proficient web application skills and ability to be trained in use of company-specific applications and software – working knowledge of Microsoft Office Suite preferred
  • You embody our Core Values: We are hungry craftspeople. We have grit. We are honest. We take ownership. We have each other’s back no matter what. We’re one with our customers. We find strength in diversity and inclusion.
  • Quicker thinker with the ability to answer unexpected questions with ease
  • Empathetic to customer struggles and challenges
  • Highly organized and adaptable to changing priorities
You’re a Great Fit if You’re Someone Who:
  • Thrives and takes initiative in a fast-paced startup environment, remaining at ease and calm with frequent pivots in priorities
  • Possesses excellent analytical and organization skills, the ability to meet deadlines, a sense of urgency, and attention to detail while seeing the big picture
  • Is comfortable collaborating with both creative and technical teams, flexing between product details, customer needs, and storytelling
  • Is a self-starter who can be scrappy and get things done with limited resources; comfortable with the ambiguity and undefined processes at a growth-stage startup
  • Displays a thoughtful, considered, and compassionate approach to your work and colleagues
  • Has a passion for mentoring and encourages team growth by sharing your knowledge, skills, best practices, etc.
  • Brings an “owner” mentality and is a natural leader who can bring together cross-functional stakeholders to reach a consensus

If you would like to learn more about XOi, get in touch using the contact form below: