Overview
Skills
Job Details
Title: Service Technician (Diagnostics & Support) - Onsite
Mandatory skills:
technical support, technical customer service,
Linux, command line interfaces,
Electrical, HVAC Energy Management Systems, EMS, HVAC controls,
Data Analytics, Metrics reporting, Excel,
customer service, typing, grammar, customer service principles,
software computer applications,
MS Office Suite,
Energy Management Systems
Description:
Overview:
The client is looking for a motivated, support-oriented, and amicable candidate. This role provides remote diagnostics and troubleshooting assistance over the phone for our field technicians and/or customer dispatched technicians, and remote technical support for end-users at locations with installed Energy Management Systems. Additionally, the position provides requires a high level of customer service for our Managed Services clients. Additionally, there is an on-call rotation split between all team members. This individual will report to the Customer Services Manager and will have no direct reports.
Responsibilities:
This position is responsible for technical analysis and troubleshooting of our EMS (energy management system), supporting our client's third party vendors, responding and reporting to clients, and ensuring persistent connectivity to remote servers.
Required Knowledge/Skills, Education, and Experience:
High School Diploma and 3 years of technical customer service.
Proper phone etiquette;
Ability to speak and write clearly and accurately;
Demonstrated proficiency in typing and grammar;
Knowledge of relevant software computer applications and equipment;
Knowledge of customer service principles and practices;
Effective listening skills;
Multi-tasking capabilities;
Proficiency with MS Office Suite
Required Competencies:
Exemplary Attendance and Punctuality
Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
Makes customers and their needs a primary focus of one s actions; developing and sustaining productive customer relationships.
Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
Preferred Knowledge/Skills, Education, and Experience:
Experience with Linux or other command line interfaces.
Bachelors degree or 2 years technical support experience.
Electrical/HVAC Energy Management Systems experience.
Mandatory skill sets
Communications skills (both verbal and written)
Previous EMS or HVAC controls experience
Data Analytics and Metrics reporting (Excel skills)
Excellent customer service
Technically inclined and detail oriented
Ability to work as a team with others
Top 3 skills you are looking for:
Excellent Customer Service Skills
EMS or HVAC Controls Experience
Computer literacy
VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.
Contact Details :
VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008