[Hiring] Technical Support Specialist at XOi Technologies

April 15, 2024

Job Overview

  • Date Posted
    April 15, 2024
  • Location
  • Expiration date
    --
  • Gender
    Both
  • hiringOrganization

    XOi Technologies

Job Description

XOi, the leading provider of technician-first technology for commercial and residential field service companies, arms the field service industry with a digital tool that connects people to equipment. XOi’s technology is the hub in which every part of the job – from the field to the office – connects to facilitate a transparent experience for the OEM, Contractor, Technician, and Customer.

XOi provides remote support, visual documentation, training resources, asset and team management functions, a comprehensive knowledge base, and immediate revenue producing insights leveraging data from current and historical projects. Beyond this tool that manages efficiency, consistency, and communication, XOi’s goal is to create a future-focused technology that modernizes the field service industry as a whole, and helps to overcome the issues that threaten the livelihoods of the hard-working people in the trades.

In an industry that is increasingly evolving through innovative software solutions and AI, XOi is excited to be at the forefront building the ecosystem that allows data to be created and delivered every time equipment is touched by any technician on mission critical job sites.

We are looking for an experienced HVAC Technical Support Specialist to join our Customer Success team. You will be providing support and HVAC subject matter expertise to XOi customers through live video training, troubleshooting and data entry to ensure we capture the right information to provide impactful data insights. You will help our product team as needed with your trade knowledge and technical skills.

Our ideal person is someone with field service industry experience, extensive knowledge of both commercial and residential HVAC equipment, and technical support experience This role requires a combination of technical support and customer service, so we are looking for someone who exudes a “customer first” mentality, active listening, problem-solving skills, comfortable using technology to communicate, support, document, and engage with our customers, and incredible communication skills.

As an HVAC Technical Support Specialist, you will be:

  • Engaging closely with our users to help provide live support to triage simple to complex commercial and residential HVAC related issues
  • Partnering with cross functional teams, including Customer Success, Support, Sales and Product to ensure we continue to deliver best in class service and support. We want to help our customers be successful to do what they do best!
  • Identify opportunities to improve our knowledge-base with relevant and helpful video content, training material and other content that improves the lives of our customers
  • Owning all documentation for service calls and providing data insights and reports to improve process, performance and outcomes for XOi and our customers

Qualifications:

  • 15+ years of professional commercial and residential HVAC experience.
  • 2+ years in a technical support role
  • Vast experience in commercial/residential HVAC, commercial refrigeration, boilers, geo-thermal systems, chillers, tank and indirect water heaters, heat pumps, air conditioning, VRF systems, and ductless mini splits.
  • Proficient in reading electrical wiring diagrams, testing electrical components, and diagnosing electrical wiring issues.
  • Able to work independently and prior experience working in a remote capacity
  • Strong comfort level using technology, including but not limited to: G-Suite, Zoom, Zendesk (or help desk software), Salesforce, and Sight Call

You’re a great fit if you are someone who is:

  • Passionate about the problems we are solving and bringing your HVAC expertise to our customers
  • Brings a genuine desire to understand how our customers work, what keeps them up at night, and building the right use cases that lead to successful deals closed, knowing we will be improving the lives of our customers and their bottom line
  • Thrives in fast paced, dynamic environment and able to adapt to the changing needs of our customers with positive outcomes
  • Possesses excellent analytical and organization skills, the ability to meet deadlines, a sense of urgency, and attention to detail while seeing the big picture
  • Thrive on team collaboration
  • Is a self-starter and a quick learner! Excited to dive into opportunities that drive results
  • Displays a thoughtful, considered, and compassionate approach to your work and colleagues
  • Values mentorship and sharing knowledge and best practices for the betterment of the entire team – We win and lose together!
  • Brings an “owner” mentality and is a natural leader who can bring together cross-functional stakeholders to reach a consensus

XOi Technologies is an Equal Opportunity Employer

At XOi, we value individuality and the unique qualities we all bring to an organization. We believe we all bring experiences that have an incredible impact on our product and the experience our customers gain from using our products. We do not discriminate against employees based on race, color, religion, sex, national origin, gender, identity or expression, age, disability, pregnancy (including childbirth or other related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.