HVAC Partners Help Desk Specialist

Country:United States of AmericaLocation:CAT08: ICP-Lewisburg, TN 650 Heil-Quaker Ave, Lewisburg, TN, 37091 USACarrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.This position is for an established professional in Customer Service, who works under general supervision in responding to customer calls. Resolves moderately complex inquiries, collects and analyzes customer data to determine customer trends, and makes recommendations for the update of procedures to improve Customer Service processes. Escalates complex issues to management.Role Responsibilities

Assist with HVAC Partners Call Center – answering questions and gathering information needed for follow-up or troubleshooting.

Manage daily Salesforce Queue for HVAC partners.

Working with distributors when they present an issue with HVAC Partners and be able to break down the categories of help by training, technical support, master data issue or a reportable bug in the system that needs to be resolved.

Working closely and communicating effectively with the HVAC Partners technical team to present the issues, assist with testing or gathering additional business testers and follow the issue through to completion.

Be available to positively support projects and initiatives across multi departments.

Role Purpose

HVAC Partners Help Desk Specialist will assist with the HVAC Partners Help Desk Calls/Queues.

Work hand in hand with the HVAC Partners Administrator to accomplish task, being a contributing team player while also working directly with internal and external customers for a successful HVAC Partners experience.

To do well in this role the administrator needs to be able to remain calm when customers are frustrated, think analytically and be an excellent communicator.

Required Qualifications

High school diploma or GED.

Minimum of 2 years of work experience in Customer Service.

Preferred Qualifications

Highly organized, with strong attention to details.

Proficiency in Microsoft Office (Excel, Word) – very important to have above-average Excel skills.

Self-Motivated to complete task in a timely manner with emphasis on accuracy.

Superior follow-up and follow-through skills.

Strong Verbal and written communication skills.

Ability to breakdown issues and follow through troubleshooting customer questions/issues.

Able to multitask and quickly jump between system environments.

Excellent customer service phone skills, able to communicate with customers on different levels of web tool knowledge, while maintaining patience and providing clear instructions.

SAP and Salesforce experience preferred.

RSRCAR#LI-RemoteCarrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.Job Applicant's Privacy Notice:Click on this link (https://www.corporate.carrier.com/legal/privacy-notice-job-applicant/) to read the Job Applicant's Privacy Notice