Match score not available

Unlock Premium Benefits Today!
🚀 Elevate your career with priority access.
Stand out to top recruiters with Jobgether Priority Access:
  • ✅ Top Match: We help you identify job offers where you're a perfect fit.
  • ✅ Exclusive Referral Service: Connect directly with recruiters as a Jobgether Certified Premium User.
  • ✅ Personalized Feedback: Receive feedback and expert guidance on applications, and have your profile manually reviewed.

Start Your Free Trial Now!

Start my free trial

Technical Support Executive

Remote: 
Full Remote
Contract: 
Full time
Work from: 
India

Offer summary

Qualifications:

Diploma or degree in Mechanical, Electrical, or HVAC Engineering is preferred., 1-4 years of experience in technical support, ideally in the HVAC industry., Strong understanding of air conditioning systems and troubleshooting techniques., Excellent communication skills and proficiency in CRM software and MS Office..

Key responsabilities:

  • Handle customer queries and troubleshoot air conditioning issues via calls.
  • Provide remote assistance and guide customers through technical solutions.
  • Coordinate with service teams for technician visits and monitor case resolutions.
  • Maintain documentation of issues and generate reports on complaint trends.

nHRMS - n Human Resources & Management Systems logo
nHRMS - n Human Resources & Management Systems
11 - 50 Employees
See all jobs

Job description

Job Overview:
The Technical Support Executive will be responsible for handling customer queries,
troubleshooting issues related to air conditioning systems, and providing remote technical
assistance. This role involves diagnosing problems, guiding customers through solutions, and
escalating unresolved cases to the field service team while ensuring customer satisfaction.

Key Responsibilities:
1. Customer Support & Troubleshooting
 Handle inbound and outbound customer calls related to technical issues,
breakdowns, and performance concerns.
 Diagnose common AC issues remotely (cooling inefficiency, error codes, connectivity
issues, etc.).
 Provide step-by-step guidance to customers for basic troubleshooting.
 Ensure proper documentation of customer complaints and solutions provided.
2. Remote Assistance & Issue Resolution
 Assist customers with smart AC connectivity issues (WiFi/Bluetooth-enabled
devices).
 Guide customers on app-based control features and troubleshooting.
 Coordinate with service teams to escalate cases requiring on-site technician visits.
 Monitor and follow up on pending cases until resolution.
3. Coordination with Service Teams
 Liaise with service coordinators to schedule technician visits based on issue severity.
 Track technician responses and ensure customers are updated on job status.
 Provide technical insights to service technicians for faster resolution.

4. Documentation & Reporting
 Maintain a log of common technical issues and their resolutions for knowledge-
sharing.
 Generate daily/weekly reports on complaint trends and resolution times.
 Contribute to FAQs and troubleshooting guides for customer self-help.

Key Skills & Competencies:
✅ Technical Knowledge:
 Understanding of air conditioning systems, refrigerants, error codes, and HVAC
troubleshooting is desirable.
 Familiarity with smart ACs, IoT-based controls, and mobile app configurations is a
plus.
 Basic electrical and electronic diagnostics knowledge is a plus.
✅ Communication & Customer Handling:
 Excellent verbal and written communication skills in [Preferred Language(s)].
 Ability to explain technical concepts in a simple, easy-to-understand manner.
 Active listening skills to understand customer concerns effectively.
✅ Problem-Solving & Coordination:
 Ability to diagnose problems remotely and suggest appropriate solutions.
 Proactive in coordinating with service teams for quick issue resolution.
 Strong documentation and data entry skills for tracking issues.
✅ Software & Tools Proficiency:
 Experience with CRM software, ticketing systems, and call logging tools.
 Proficiency in MS Office (Excel, Word, Outlook).
 Knowledge of AC manufacturer apps and troubleshooting platforms is a plus.

Requirements
Educational & Professional Requirements:
 Diploma/Degree in Mechanical, Electrical, or HVAC Engineering (Preferred).
 1-4 years of experience in technical support, preferably in the HVAC industry.

 Experience in customer service/help desk roles is an added advantage.

KPIs for Performance Evaluation:
✔ First-call resolution rate (%)
✔ Average handling time for support queries
✔ Customer satisfaction (CSAT) scores
✔ Escalation rate to on-site service teams
✔ Accuracy of issue documentation and reporting

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

HVAC Automation SystemsCall RecordingCustomer Relationship ManagementBuilding InspectionsApplication Settings

Other Skills

  • Technical Acumen
  • Communication
  • Problem Solving
  • Microsoft Office
  • Active Listening
  • Customer Service
  • Troubleshooting (Problem Solving)
Are you interested?

Technical Support Director Related jobs

See more Technical Support Director jobs