Description:Overview:The client is looking for a motivated, support-oriented, and amicable candidate. This role provides remote diagnostics and troubleshooting assistance over the phone for our field technicians and/or customer dispatched technicians, and remote technical support for end-users at locations with installed Energy Management Systems. Additionally, the position provides requires a high level of customer service for our “Managed Services” clients. Typical work hours are between 8AM and 5PM however candidate must be able to work weekends when required. Additionally, there is an on-call rotation split between all team members. This individual will report to the Customer Services Manager and will have no direct reports.Responsibilities:This position is responsible for technical analysis and troubleshooting of our EMS (energy management system), supporting our clients’ third party vendors, responding and reporting to clients, and ensuring persistent connectivity to remote servers.Required Knowledge/Skills, Education, and Experience:High School Diploma and 3 years of technical customer service.Proper phone etiquette;Ability to speak and write clearly and accurately;Demonstrated proficiency in typing and grammar;Knowledge of relevant software computer applications and equipment;Knowledge of customer service principles and practices;Effective listening skills;Multi-tasking capabilities;Proficiency with MS Office SuiteRequired Competencies:Exemplary Attendance and PunctualityMaintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.Preferred Knowledge/Skills, Education, and Experience:Experience with Linux or other command line interfaces.Bachelors degree or 2 years technical support experience.Electrical/HVAC Energy Management Systems experience.Mandatory skill setsCommunications skills (both verbal and written)Previous EMS or HVAC controls experienceData Analytics and Metrics reporting (Excel skills)Excellent customer serviceTechnically inclined and detail orientedAbility to work as a team with pthersTop 3 skills you are looking forExcellent Customer Service SkillsEMS or HVAC Controls ExperienceComputer literacyCall Notes:It's a Managed Services Technician role.Install/monitor energy usage in commercial spaces .Need to be able to understand HVAC controls.Also do KPI's and data analytics for customers so a good understanding of excel is important.Being detail oriented is important.Q1 - Are there any educational requirements? Some college is okay, they don't need to have an engineering degree. HS diploma/GID is sufficient.Q2 - What level of excel do they need to have? Being able to use pivot tables and understand data.Q3 - Any other skills you are looking for? Good computer skills.Notes:position will initially be 40 ST for the first two weeks, then move to 20 - 25 hours a week until the end of the client fiscal year (end of Sept. 2025). Once Oct starts, the hours will be reassessed for the possibility to turn into 40 ST.The role will be term to perm.The caveat is for someone to be able to work on the weekend. Fri, Sat, Sun and Mon.Hours are within 7 am - 7 pm. but business is open 8 am - 5 pm. The hours are flexible but being able to work weekends is important.Typically the weekends are less work than during the week.They may work from 100%.Training period will be M-F (8 am - 5 pm.) and will depend on the expertise of the person coming in.This is a hybrid role once and will work the majority of the time at home. Typically go to the office on Wednesday. VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description:Overview:The client is looking for a motivated, support-oriented, and amicable candidate. This role provides remote diagnostics and troubleshooting assistance over the phone for our field technicians and/or customer dispatched technicians, and remote technical support for end-users at locations with installed Energy Management Systems. Additionally, the position provides requires a high level of customer service for our “Managed Services” clients. Typical work hours are between 8AM and 5PM however candidate must be able to work weekends when required. Additionally, there is an on-call rotation split between all team members. This individual will report to the Customer Services Manager and will have no direct reports.Responsibilities:This position is responsible for technical analysis and troubleshooting of our EMS (energy management system), supporting our clients’ third party vendors, responding and reporting to clients, and ensuring persistent connectivity to remote servers.Required Knowledge/Skills, Education, and Experience:High School Diploma and 3 years of technical customer service.Proper phone etiquette;Ability to speak and write clearly and accurately;Demonstrated proficiency in typing and grammar;Knowledge of relevant software computer applications and equipment;Knowledge of customer service principles and practices;Effective listening skills;Multi-tasking capabilities;Proficiency with MS Office SuiteRequired Competencies:Exemplary Attendance and PunctualityMaintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.Preferred Knowledge/Skills, Education, and Experience:Experience with Linux or other command line interfaces.Bachelors degree or 2 years technical support experience.Electrical/HVAC Energy Management Systems experience.Mandatory skill setsCommunications skills (both verbal and written)Previous EMS or HVAC controls experienceData Analytics and Metrics reporting (Excel skills)Excellent customer serviceTechnically inclined and detail orientedAbility to work as a team with pthersTop 3 skills you are looking forExcellent Customer Service SkillsEMS or HVAC Controls ExperienceComputer literacyCall Notes:It's a Managed Services Technician role.Install/monitor energy usage in commercial spaces .Need to be able to understand HVAC controls.Also do KPI's and data analytics for customers so a good understanding of excel is important.Being detail oriented is important.Q1 - Are there any educational requirements? Some college is okay, they don't need to have an engineering degree. HS diploma/GID is sufficient.Q2 - What level of excel do they need to have? Being able to use pivot tables and understand data.Q3 - Any other skills you are looking for? Good computer skills.Notes:position will initially be 40 ST for the first two weeks, then move to 20 - 25 hours a week until the end of the client fiscal year (end of Sept. 2025). Once Oct starts, the hours will be reassessed for the possibility to turn into 40 ST.The role will be term to perm.The caveat is for someone to be able to work on the weekend. Fri, Sat, Sun and Mon.Hours are within 7 am - 7 pm. but business is open 8 am - 5 pm. The hours are flexible but being able to work weekends is important.Typically the weekends are less work than during the week.They may work from 100%.Training period will be M-F (8 am - 5 pm.) and will depend on the expertise of the person coming in.This is a hybrid role once and will work the majority of the time at home. Typically go to the office on Wednesday.
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