Job description
Watsco is a $7+B, publicly traded company, and the world's largest distributor of HVAC and Refrigeration. Our technology teams are revolutionizing the HVAC industry with award winning solutions. To aid in our continued progress, our Supply Chain Technology and Mobile Applications teams needs a Product Support Analyst for our Mobile Apps team.
We are looking for enthusiastic individuals seeking a dynamic and challenging customer facing role in mobile app software support. The Support Analyst is a highly visible position within the company and to our customers providing technical and product support via tickets, emails, community, and phone calls. The successful candidate will thrive in a fast-paced environment and will join an agile product team that ensures that our customers’ requests and expectations are met and exceeded. We are looking for great communicators with exceptional multi-tasking and technical skills. You will collaborate closely with product managers and the software development teams to deliver an amazing customer experience.
Technical Support Responsibilities
- End to end ownership for the remediation of customer problems including basic questions, problems and system wide impacts
- Provide an exceptional customer experience during calls, emails, chat, and customer escalations
- Prioritize between tasks including inbound tickets, existing issue management, phone calls, training sessions
- Troubleshoot our mobile app products primarily over email via the issue management ticketing system, but secondarily by phone and through remote sessions
- Concisely document problem statements, software and environment information and detailed troubleshooting in the issue management system
- Debug and identify root cause of defects to support software fixes.
- Maintain a strong understanding of our HVAC mobile app products, keeping up with Watsco Tech’s pace of innovation
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