Tier 2 Tech Support

**Pay Rate $30/hour- $1000 Referral/ Sign on Bonus (Must stay with us 6 Months)**

Tier 2 Tech Support Agents provide Level 2 Tech Support to Bosch Heating and Cooling Customers.

Level 2 Tech Support includes advanced troubleshooting steps to identify and document root cause failure and handling through resolution for identified products.

We need a Tier 2 Technician to join the Bosch/ContactUs team supporting our growing market of heating, cooling, and hot water systems. This position requires a person that is customer focused with HVAC experience and is adaptable to the changing needs of our expanding business. The person in this position will provide troubleshooting via phone and/or email.

This role will require travel for training. May be required to complete an apprenticeship and/or formal training in area of specialty.

Job Duties & Responsibilities

• Provide phone and email trouble shooting and applications assistance to contractors, dealers, engineers, architects, and homeowners on hydronic heating, forced hot air, domestic hot water, air-conditioning, heat pumps.
• Provide trouble shooting and applications support internally to Customer Service, Warranty and Returns and Tier 1 teams, as well as outside sales representatives
• Start and maintain computer based electronic records of calls.
• Review and answer departmental emails.
• Assist the business in complaint resolution or technical investigation when required.
• Assist the business in continuous improvement projects
• Ability to work a schedule between 11 AM and 8 PM, Monday through Friday.
• Must be able to work independently, under moderate supervision
• **Qualifications:**
• 1-3 years of relevant industry experience in HVAC -- Heat pumps, tankless hot water, residential boilers. May have 0 years of work experience with a ***trade school certification***
• High School diploma or equivalent
• NATE certification, Oil or Gas license is preferred but not necessary. EPA certification is a plus
• System piping, hydronics, venting, wiring. Retention oil burner experience is a plus
• ***Demonstrated technical knowledge of one or more of the following required***:
• Oil and Gas installation and service, Boiler, controls, fuel combustion, heat exchange/transfer, fluid transfer, fresh air and exhaust systems. Air - Conditioning circuits, Air conditioning, compressors, controls, ground loops, water source heat pumps, Domestic hot water systems.
• Understand problem solving, and willingness to take initiative, customer orientation, communication skills and ability to function as a member of a team.
• Strong phone and computer skills, including proficient typing skills, and the ability to navigate multiple open tabs, systems and processes.
• Experience with or willingness to use collaboration tools for remote work (Skype, Teams)
• A positive attitude and mindset to achieve individual and departmental goals
• Organization, attention to detail, and an overall sense of urgency and ownership.
• Experience with MAS500, SM+, Microsoft Word, Excel, Access or Outlook a plus.
• Existing typing skills a plus
• **Work Environment:** Phone and computer based general office environment for daily work, Home office.