Job Description

Job Summary:

The Product Support Specialist IV will be responsible for providing technical assistance and troubleshooting support to contractors in the field, primarily plumbers/gasfitters, to resolve issues with our boilers. Acting as a technical leader on the team, responsibilities would include evaluating customer interactions, providing feedback to agents, and contributing to the continuous improvement of our support processes, with additional focus on documentation, product knowledge, and SOP management. The role will primarily support the IBC Canada site and brand.

Reporting to: Customer Experience Manager

Location: Burnaby, Canada

Responsibilities:

Customer Support and Troubleshooting:

• Provide technical assistance and troubleshooting support to contractors in the field, primarily plumbers/gasfitters, to resolve issues with IBC boilers.
• Diagnose and resolve technical issues over the phone, via email, or through remote support tools, ensuring timely and effective resolution of customer inquiries.
• Provide support to all escalated tickets in the queue.

Call Quality:

• Conduct regular call reviews to evaluate the quality of interactions between agents and customers.
• Use a defined scorecard to assess calls based on predetermined criteria.
• Prepare detailed reports on call quality and performance metrics.
• Provide constructive feedback to agents to help them improve their communication and troubleshooting skills.
• Develop and conduct training sessions for agents based on identified areas for improvement.

Reporting:

• Generate and analyze agent metrics related to calls and digital communication channels (e.g., email, chat).
• Compile departmental metrics to track overall performance and identify trends.
• Prepare product quality reports based on customer feedback and support tickets.
• Present findings and recommendations to management for process optimization and service enhancement.

Call Script:

• Create and maintain call scripts to ensure consistency and accuracy in customer interactions.
• Train new agents on using call scripts effectively and adapting them to different scenarios.
• Continuously update call scripts based on customer feedback, product updates, and industry best practices.

Documentation:

• Develop and maintain comprehensive product knowledge documentation, including manuals, guides, and reference materials, to support contractor training and troubleshooting efforts.
• Conduct new employee training on product knowledge to ensure a comprehensive understanding of IBC boilers.
• Provide ongoing training to existing employees across different teams to facilitate cross-team collaboration and information sharing.
• Gather and update product-related information regularly to ensure accuracy and relevancy.
• Serve as a reference point for contractors, providing them with necessary product knowledge and support.

Standard Operating Procedures (SOP):

• Develop and maintain SOPs for various processes, including CRM/Gynesis usage, V10 portal navigation, and maintenance procedures, to ensure consistency and efficiency in technical support operations.

Qualifications:

• Minimum of 10 years of experience in technical support or customer service, preferably in the HVAC industry.
• A plumber and gasfitter license with experience, having worked in the field, is an asset.
• Strong knowledge of IBC boilers and heating systems, including installation, operation, and troubleshooting, is an asset.
• Excellent communication skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical audiences.
• Experience working with contractors in the field, preferably plumbers/gasfitters, and providing technical support remotely.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proven track record of evaluating call quality and providing constructive feedback.
• Strong analytical skills with the ability to interpret data and identify areas for improvement.
• Detail-oriented with a focus on accuracy and quality.
• Proficiency in the Microsoft Office suite and experience with CRM software.

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