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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong troubleshooting skills and the ability to coordinate effectively with customers and internal teams. Proficient in maintaining accurate case records and improving support procedures while providing excellent phone-based customer service.
Highest-signal resume keywords
Customer Support ExperienceTroubleshooting SkillsBilingual Spanish/EnglishZendesk ProficiencyJira Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingCase ManagementDiagnostic ToolsTechnical AptitudeCritical Thinking
Soft Skills
Communication SkillsCollaborationFollow Procedures
Tools & Technologies
ZendeskJira
Industry Keywords
HVAC ExperienceCustomer ExperienceField Coordination
About the role
Key responsibilities & impact- Investigate product issues requiring deeper troubleshooting or coordination beyond frontline support
- Use company procedures and diagnostic tools to troubleshoot known product issues
- Guide customers through next steps by phone, email, and SMS
- Ask diagnostic questions, document findings, and determine appropriate next steps
- Own assigned cases through resolution, including customer updates and follow-up
- Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes
- Escalate complex issues to Engineering with symptoms, troubleshooting completed, and supporting information
- Maintain accurate case records in Zendesk, Jira, and other support systems
- Identify recurring issues and help improve troubleshooting procedures, documentation, and tools
- Collaborate with Customer Experience, Field, and Engineering teams
Requirements
What you’ll need- 1–2+ years of customer support
- Comfortable with phone-based support
- Follows procedures well
- Handles standard troubleshooting and escalates cleanly
- Spanish/English bilingual is strongly preferred
- HVAC experience is nice to have, but technical aptitude, critical thinking, and phone skills come first
Benefits
Comp & perks- Permanent remote work flexibility
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth