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Advanced Support Technician
2 weeks ago
The role of this position is to deliver advanced support for alarm management, professionally handling, monitoring, and processing refrigeration and HVAC alarms. This involves diagnosing and interrogating alarms via connecting to customer software, relaying refrigeration/HVAC alarms, and addressing other customer requests as per their specifications.
This job also requires answering inbound calls, service requests, confirming work orders, and performing graph analysis and troubleshooting of refrigeration and HVAC alarms for Basic, Resolution, and Smart Dispatch Food Retail customers.
Responsibilities:
- Diagnose and troubleshoot refrigeration/HVAC alarms received from customers
- Deliver accurate documentation of alarm information to customers through phone calls or emails
- Identify correct action to take on alarms based on historical data, graph analysis, and customer procedures
- Update and confirm completed work orders in accordance with customer procedures
- Address inbound and transferred calls and respond to customer inquiries as necessary
- Understand customer procedures and identify process improvements
- Conduct regular surveys for every external customer transaction