This is my profileContact via CazVidJeffrey
Technical Support Specialist with diverse industry experience and key skills
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Competencies
Provided technical assistance for HVAC and smart home devices, troubleshooting hardware and software issues.
Handled customer inquiries, diagnostics, and issue resolution across various companies, maintaining professionalism.
Diagnosed electrical issues, installed wiring and control systems, adhering to safety standards.
Designed hydronic systems layouts and created detailed installation plans ensuring efficiency.
Coordinated service appointments, managed technician schedules, and used CRM tools effectively.
Education
Languages
Summary
Experienced in HVAC, smart home technology, electrical systems, and customer service, with strong troubleshooting and communication skills.
Key Achievements
- Provided remote technical support for hydronic heating/cooling systems, troubleshooting complex issues.
- Developed troubleshooting guides and SOPs for resolving hardware and connectivity problems at Ecobee.
- Diagnosed and resolved internet, phone, and TV service issues, coordinating appointments and escalations at Telus.
Experience
Technical Support and Designer
Provide remote technical support to customers (installers, contractors, or homeowners) for troubleshooting issues with hydronic heating/cooling systems like radiant floor heating, boilers, heat pumps, or snow-melting systems., Assist customers with diagnosing problems in system components such as circulation pumps, piping, zone valves, thermostats, or boilers., Use technical expertise to upsell additional products like advanced controls, energy-saving features, or system enhancements., Assist the sales team by providing technical insights that help close deals, ensuring that the selected products align with the customer’s requirements., Work with customers to design the layout for hydronic system installations, ensuring efficiency, cost-effectiveness, and compliance with industry standards., Create detailed installation plans that specify equipment placement, piping routes, zoning configurations, and control settings.
Technical Support Representative
Offer advanced technical support and guidance for complex issues, including hardware malfunctions, firmware updates, Wi-Fi connectivity problems, or integration with other smart home devices., Create and maintain troubleshooting guides and standard operating procedures (SOPs) for handling common issues, ensuring agents have up-to-date resources., Act as the final escalation point for unresolved or high-priority customer issues that require more advanced troubleshooting or decision-making.
Technical Support and Appointment setter
Diagnose and resolve issues with fiber-optic internet, phone, and TV services., Handle connection problems, slow speeds, or intermittent outages., Guide customers through troubleshooting steps, such as resetting routers or modems, checking fiber cables, or resolving equipment issues., Use network tools to monitor fiber-optic services and detect outages or issues., Escalate complex or large-scale issues to higher-level support teams, such as field technicians or engineers., Contact customers (via phone, email, or chat) to schedule service appointments based on technician availability and customer preferences., Coordinate with technicians to ensure their schedules are optimized and they are assigned appointments that match their expertise., Use scheduling software or CRM tools to book, manage, and update appointments in real-time.
Electrical Technician
Understanding wiring, circuit diagrams, and safety standards., Troubleshooting: Diagnosing and solving electrical issues., Hands-On Work: Physically installing systems like lighting, wiring, and control systems., Compliance: Following national and local electrical codes to ensure installations are safe and up to code.
Collections Specialist
Regularly reach out to customers with outstanding debts to remind them of their obligations and discuss payment solutions., Work with debtors to create feasible repayment plans, often involving renegotiation of payment schedules or amounts., Maintain accurate records of all communications and actions related to the collection process, and update account information accordingly., Balance the need to collect with maintaining a professional, empathetic tone to keep customers satisfied, even in difficult situations.
Customer Service Representative
Handled customer inquiries, answered questions, and resolved problems in a timely manner., Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales., Created a new customer database by entering customer information into a database.