Technical Service Representative - North Vancouver, BC
2 weeks ago
Job summary
We rely heavily on technology automation and data to scale this impact At Jetson we value people who are excellent at their craft curious about new tools including AI and motivated to continuously improve how work gets done.Responsibilities
Act as a warm knowledgeable and empathetic point of contact for homeowners experiencing issues Own customer issues end-to-end ensuring timely follow-up and resolution Provide remote-first technical support for installed heat pump systems via phone email and ticketing tools Guide customers through troubleshooting steps system settings best practices in clear non-technical language Determine when an issue can be resolved remotely vs when escalation to field service is required Create track manage service tickets through Jetsons help desk CRM systems Coordinate with project coordinators field technicians internal teams when in-person service is required Ensure service SLAs quality standards consistently met Maintain accurate thorough documentation for every customer interactionQualifications
Customer-first mindset strong empathy problem ownership Excellent communication skills ability explain complex technical concepts simply 4 years experience in remote technical support HVAC support related customer-facing technical role Comfort working HubSpot similar modern support tools help desks CRMs ticketing systems Strong troubleshooting diagnostic skills without relying in-person inspection Ability manage multiple cases prioritize effectively fast-paced environment Wednesday Saturday schedule Nice solid understanding HVAC heat pumps residential mechanical/electrical systems Experience supporting smart home systems Familiarity AI-assisted support tools automation workflows Startup high-growth company experienceJob description
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