JOB SCOPE:
The Virtual Repair Solutions Technician (VRST) is expected to review orders assigned in a queue daily with company provided technology to engage with clients/customers to avoid multiple trips & increase customer satisfaction. Specific goals on contacts & trips saved will be assigned. During their scheduled hours they may also be required to take incoming phone/video calls from Field Technicians & B2B Client warm transfers. Specific Vendor or In Home training may be assigned.

JOB SUMMARY:
The Virtual Repair Solutions Technician (VRST) will work with our B2B Clients/Customers & In-Home Technicians to eliminate multiple trips & drive improvement in customer satisfaction by pre-attempt diagnosis, parts ordering, and technical support to our Field Technicians. This may be achieved through the phone, video, computer & other technologies.

REPORTS TO:  Manager, Virtual Repair Solutions

REQUIRED SKILLS:Minimum 5 years HVAC technical repair background and electrical knowledge, knowledge of various appliancesAbility to read, analyze and utilize information in an efficient manner and to interpret all services within manufacturer specifications and In-Home Technician Operating Policies including the ability to read, understand, and navigate through information presented in diagram, blueprints, or other pictorial displaysCapable of problem solving appliance performance issues remotely utilizing personal experience, OEM websites (Internal/External), and company resources working virtually with the memberAbility to handle multiple tasks in a fast paced environment, solve problems and follow directionsAbility to read, write, and type written English (Fluency in Spanish is a plus) well enough to be understood virtually by video, email, phone, and any other expanded communication resourceAbility to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the systemAbility to multitask and type at an acceptable pace, using computer systems to input, access, modify or output information for use in time sensitive technical repair support while simultaneously listening and using telephone and headset equipmentAbility to use common computer applications, web based systemsProficient in Windows and Microsoft Office applicationsEffectively perform required job duties in a work from home role with minimal supervision while maintaining a professional environment with a quiet atmosphereDemonstrate self-control by maintaining composure and keeping emotions in check even in difficult situationsMeet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessaryAbility to adapt and be an advocate for change