Remote Technical Support Specialist

📍 Job Overview

Job Title: Remote Technical Support Specialist - HVAC
Company: TEKsystems
Location: Irvine, California, United States
Job Type: Hybrid
Category: Technical Support
Date Posted: August 12, 2025
Experience Level: 2-5 years
Remote Status: On-site required

🚀 Role Summary

Provide remote technical support for top-tier tankless water heater products, troubleshooting issues with contractors, installers, and end-users.
Collaborate with sales reps, distributors, and the tech team to resolve high-priority cases and ensure customer satisfaction.
Maintain detailed records of warranty information, customer issues, and product specifications.

📝 Enhancement Note: This role requires strong communication skills and a solid understanding of HVAC systems to effectively assist customers and resolve technical issues remotely.

💻 Primary Responsibilities

Technical Support: Troubleshoot HVAC units over the phone with contractors, installers, and end-users, providing technical guidance and support.
Customer Interaction: Support sales reps and distributors with product knowledge and technical guidance, and respond to emails from the company website about product specs and troubleshooting.
Issue Resolution: Log warranty information, follow up on customer issues, and ensure resolution.
Team Collaboration: Collaborate with the tech team to tackle high-priority cases and assist non-English speakers or join the Spanish call queue if bilingual.

📝 Enhancement Note: This role involves a high volume of customer interactions, requiring strong problem-solving skills and the ability to remain calm under pressure.

🎓 Skills & Qualifications

Education: High school diploma or equivalent.

Experience:

2+ years of hands-on HVAC troubleshooting or technical support experience.
1+ year of customer service or phone support experience.

Required Skills:

Strong communication skills, with the ability to explain technical concepts to non-technical individuals.
Familiarity with Microsoft Outlook and basic Office tools.
Willingness to work flexible hours, including weekends and holidays.

Preferred Skills:

HVAC certification or training.
Experience with other tankless systems.
Call center experience.
Bilingual in Spanish, French, Mandarin, or Korean.
A love for solving technical puzzles and helping people.

📝 Enhancement Note: While not required, having HVAC certification or experience with other tankless systems can be beneficial in this role, as it demonstrates a deeper understanding of the technology and can help with more complex troubleshooting scenarios.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Detailed documentation of HVAC troubleshooting cases, including steps taken to resolve issues and any relevant screenshots or diagrams.
Examples of successful customer interactions, demonstrating strong communication skills and problem-solving abilities.
Evidence of any relevant HVAC certifications or training.

Technical Documentation:

Detailed notes on warranty information, customer issues, and product specifications.
Records of follow-up actions taken to resolve customer issues.

📝 Enhancement Note: As this role does not involve web development or server administration, a traditional web portfolio is not required. However, demonstrating strong technical skills and problem-solving abilities through relevant case studies and documentation can be beneficial.

💵 Compensation & Benefits

Salary Range: $20.65 - $22.00/hr.

Benefits:

Medical, dental, and vision insurance.
Critical Illness, Accident, and Hospital insurance.
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available.
Life Insurance (Voluntary Life & AD&D for the employee and dependents).
Short and long-term disability insurance.
Health Spending Account (HSA).
Transportation benefits.
Employee Assistance Program.
Time Off/Leave (PTO, Vacation or Sick Leave).

Working Hours: 40 hours per week, with flexible hours including weekends and holidays.

📝 Enhancement Note: While the salary range provided is in USD, the cost of living in Irvine, California, may vary, and candidates should research regional salary standards and cost of living to ensure the compensation is competitive.

🎯 Team & Company Context

Industry: TEKsystems is a leading provider of business and technology services, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe, and Asia. They accelerate business transformation for their customers by providing expertise in strategy, design, execution, and operations.

Company Size: TEKsystems is a large company with over 80,000 employees working with a wide range of clients.

Founded: TEKsystems was founded in 1983 and has since grown to become a global leader in technology services.

Team Structure:

The technical support team consists of experienced HVAC professionals who provide remote assistance to customers.
The team works closely with sales reps, distributors, and other internal departments to ensure customer satisfaction and resolve technical issues.

Development Methodology:

The team follows a structured troubleshooting process to efficiently resolve customer issues.
Collaboration and knowledge sharing are essential aspects of the team's culture, enabling them to tackle complex cases and provide high-quality support.

Company Website: TEKsystems

📝 Enhancement Note: TEKsystems' global presence and extensive client base provide opportunities for career growth and exposure to diverse projects within the technical support field.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an entry to mid-level position in the technical support field, focusing on remote troubleshooting and customer assistance for HVAC systems. The primary responsibility is to resolve customer issues and maintain detailed records of warranty information and product specifications.

Reporting Structure: This role reports directly to the Technical Support Manager, who oversees the team's performance and ensures customer satisfaction.

Technical Impact: The role has a direct impact on customer satisfaction and the company's reputation for quality products and exceptional service. By providing timely and effective technical support, the remote technical support specialist helps maintain the company's competitive edge in the HVAC industry.

Growth Opportunities:

Career Progression: With experience and demonstrated proficiency, candidates may advance to senior technical support roles, team leadership positions, or specialized technical roles within the company.
Technical Skill Development: The role offers opportunities to develop and enhance HVAC troubleshooting skills, as well as improve communication and problem-solving abilities.
Emerging Technologies: As the HVAC industry evolves, candidates may have the opportunity to work with emerging technologies and contribute to the development of new products and services.

📝 Enhancement Note: Career growth opportunities in this role are contingent upon the candidate's performance, initiative, and the company's organizational structure. Demonstrating strong technical skills, a commitment to customer satisfaction, and a willingness to take on additional responsibilities can lead to career advancement within TEKsystems.

🌐 Work Environment

Office Type: The role is a hybrid position, requiring on-site work in Irvine, California.

Office Location(s): TEKsystems' Irvine office is located at 17901 Fitch Ave, Irvine, CA 92614.

Workspace Context:

The office provides a collaborative workspace with access to necessary tools and resources for remote troubleshooting and customer support.
The workspace is designed to facilitate communication and teamwork, with dedicated spaces for training, meetings, and knowledge sharing.
The office is equipped with multiple monitors and testing devices to ensure effective remote troubleshooting and customer support.

Work Schedule: The role requires working flexible hours, including weekends and holidays, to accommodate customer needs and ensure timely issue resolution.

📝 Enhancement Note: While the role requires on-site work, the flexible work schedule and hybrid arrangement allow for a better work-life balance, enabling candidates to maintain a healthy lifestyle while pursuing their career in technical support.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and HVAC knowledge.
Technical Assessment: A hands-on assessment of HVAC troubleshooting skills and problem-solving abilities.
Behavioral Interview: An in-depth discussion of the candidate's experience, strengths, and weaknesses, focusing on customer service and communication skills.
Final Interview: A meeting with the hiring manager to discuss the candidate's fit for the role and the company culture.

Portfolio Review Tips:

Prepare detailed case studies of HVAC troubleshooting scenarios, highlighting the steps taken to resolve issues and any relevant screenshots or diagrams.
Highlight any relevant HVAC certifications or training, demonstrating a strong foundation in HVAC systems and troubleshooting.
Showcase strong communication skills and problem-solving abilities through customer interaction examples and successful issue resolution.

Technical Challenge Preparation:

Brush up on HVAC systems, troubleshooting techniques, and common issues with tankless water heaters.
Familiarize yourself with TEKsystems' products and services, as well as their commitment to customer satisfaction.
Practice explaining technical concepts to non-technical individuals, focusing on clear and concise communication.

ATS Keywords: HVAC, Technical Support, Customer Service, Troubleshooting, Problem Solving, Communication Skills, Microsoft Outlook, Office Tools, Bilingual, HVAC Certification, Tankless Water Heaters, Remote Work, Hybrid Work, Customer Satisfaction, Issue Resolution.

📝 Enhancement Note: While the role does not involve web development or server administration, demonstrating strong technical skills, problem-solving abilities, and a commitment to customer satisfaction can significantly improve the candidate's chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

HVAC Technologies:

Familiarity with tankless water heater systems and their components.
Understanding of HVAC systems, troubleshooting techniques, and common issues.
Knowledge of relevant safety protocols and best practices for handling HVAC equipment.

Support Tools:

Microsoft Outlook and basic Office tools for communication, record-keeping, and customer interaction.
Customer Relationship Management (CRM) software for tracking customer issues and interactions.
Remote desktop software for troubleshooting and issue resolution.

📝 Enhancement Note: As this role focuses on HVAC technical support, the technology stack is primarily centered around HVAC systems and relevant troubleshooting tools. Familiarity with these technologies and a strong understanding of HVAC systems are essential for success in this role.

👥 Team Culture & Values

HVAC Technical Support Values:

Customer Focus: Prioritize customer satisfaction and strive to resolve issues promptly and effectively.
Technical Expertise: Continuously develop and maintain a strong understanding of HVAC systems and troubleshooting techniques.
Communication: Clearly and concisely explain technical concepts to non-technical individuals, ensuring customer understanding and satisfaction.
Problem Solving: Approach each issue with a solutions-oriented mindset, remaining calm under pressure and committed to finding a resolution.
Teamwork: Collaborate with the tech team, sales reps, distributors, and other internal departments to ensure high-quality customer support and issue resolution.

Collaboration Style:

Cross-Functional Integration: Work closely with sales reps, distributors, and other internal departments to ensure customer satisfaction and effective issue resolution.
Code Review Culture: Regularly review and discuss troubleshooting techniques, best practices, and customer feedback to improve the quality of support and identify areas for improvement.
Knowledge Sharing: Actively participate in training sessions, workshops, and team meetings to share expertise and learn from colleagues.

📝 Enhancement Note: TEKsystems' culture emphasizes customer focus, technical expertise, and continuous learning, providing an environment that supports career growth and professional development in the HVAC technical support field.

⚡ Challenges & Growth Opportunities

Technical Challenges:

HVAC Troubleshooting: Develop a deep understanding of HVAC systems, their components, and common issues to effectively troubleshoot and resolve customer issues remotely.
Customer Interaction: Maintain a calm and professional demeanor while assisting customers, remaining patient and empathetic even in high-pressure situations.
Time Management: Prioritize and manage multiple customer interactions simultaneously, ensuring timely issue resolution and maintaining high-quality support.
Emerging Technologies: Stay up-to-date with new HVAC technologies, industry trends, and best practices to provide accurate and relevant guidance to customers.

Learning & Development Opportunities:

HVAC Certification: Pursue relevant HVAC certifications or training to enhance technical skills and demonstrate a commitment to professional development.
Conferences & Workshops: Attend industry conferences, workshops, and webinars to network with peers, learn from experts, and gain insights into emerging trends and best practices in HVAC technical support.
Mentorship: Seek guidance from experienced HVAC professionals, senior technical support specialists, or team leaders to develop skills, gain insights, and accelerate career growth.

📝 Enhancement Note: By embracing these challenges and pursuing growth opportunities, candidates can develop a strong foundation in HVAC technical support and position themselves for career advancement within TEKsystems or the broader HVAC industry.

💡 Interview Preparation

Technical Questions:

HVAC Fundamentals: Demonstrate a solid understanding of HVAC systems, their components, and common issues, as well as relevant safety protocols and best practices.
Troubleshooting Techniques: Explain your approach to diagnosing and resolving HVAC issues, highlighting your problem-solving skills and commitment to customer satisfaction.
Customer Interaction: Share examples of successful customer interactions, showcasing your strong communication skills and ability to explain technical concepts to non-technical individuals.

Company & Culture Questions:

TEKsystems Products: Familiarize yourself with TEKsystems' tankless water heater products, their features, and any relevant industry-specific knowledge.
Customer Satisfaction: Discuss your commitment to customer satisfaction and your approach to ensuring high-quality support and issue resolution.
Teamwork: Describe your experience working in a collaborative environment and your ability to contribute to a positive and productive team culture.

Portfolio Presentation Strategy:

Case Studies: Prepare detailed case studies of HVAC troubleshooting scenarios, highlighting your problem-solving skills, technical expertise, and commitment to customer satisfaction.
Certifications & Training: Highlight any relevant HVAC certifications or training, demonstrating your dedication to professional development and continuous learning.
Customer Interaction Examples: Share examples of successful customer interactions, showcasing your strong communication skills and ability to explain technical concepts to non-technical individuals.

📝 Enhancement Note: By thoroughly preparing for the interview process and demonstrating a strong understanding of HVAC systems, troubleshooting techniques, and customer interaction, candidates can significantly improve their chances of success in securing the remote technical support specialist role at TEKsystems.

📌 Application Steps

To apply for this remote technical support specialist - HVAC position:

Submit Your Application: Click the "Apply Now" button on the job listing to submit your application through the application link provided.
Prepare Your Portfolio: Gather detailed case studies of HVAC troubleshooting scenarios, highlighting your problem-solving skills, technical expertise, and commitment to customer satisfaction. Include any relevant HVAC certifications or training, as well as examples of successful customer interactions.
Optimize Your Resume: Tailor your resume to highlight your relevant HVAC experience, technical skills, and customer service abilities. Include specific examples of HVAC troubleshooting, issue resolution, and customer interaction to demonstrate your qualifications for the role.
Prepare for Technical Interviews: Brush up on HVAC systems, troubleshooting techniques, and common issues with tankless water heaters. Familiarize yourself with TEKsystems' products and services, as well as their commitment to customer satisfaction. Practice explaining technical concepts to non-technical individuals, focusing on clear and concise communication.
Research TEKsystems: Learn about TEKsystems' history, mission, and values to ensure a strong fit with the company culture and demonstrate your enthusiasm for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and HVAC technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

HVAC Technical Support Focus:

Tailor every section specifically to HVAC technical support roles, emphasizing customer interaction, troubleshooting techniques, and industry-specific knowledge.
Include HVAC system components, common issues, and relevant safety protocols in the context of remote technical support.
Address the unique challenges and growth opportunities faced by HVAC technical support professionals in a remote work environment.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about HVAC troubleshooting techniques, customer interaction, or team dynamics.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute HVAC technical support-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and HVAC technical support specialization.

Industry Expertise:

Include specific HVAC technologies, components, and troubleshooting techniques relevant to the role.
Address HVAC technical support career progression paths and technical leadership opportunities in the industry.
Provide tactical advice for HVAC portfolio development, live demonstrations, and project case studies.
Include HVAC-specific interview preparation and coding challenge guidance.
Emphasize customer interaction, problem-solving, and communication skills in the context of HVAC technical support.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use HVAC technical support industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to HVAC technical support professionals.
Provide actionable insights that give HVAC technical support candidates a competitive advantage.
Focus on HVAC technical support team culture, cross-functional collaboration, and customer satisfaction measurement.

Technical Focus & Portfolio Emphasis:

Emphasize HVAC troubleshooting best practices, common issues, and safety protocols in the context of remote technical support.
Include specific portfolio requirements tailored to the HVAC technical support discipline and role level.
Address browser compatibility, accessibility standards, and user experience design principles in the context of HVAC technical support.
Focus on problem-solving methods, performance optimization, and scalable HVAC architecture.
Include technical presentation skills and stakeholder communication for HVAC projects.

Avoid:

Generic business jargon not relevant to HVAC technical support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-HVAC-specific terminology unless relevant to the specific HVAC technical support role.
Marketing language unrelated to HVAC technical support, customer interaction, or user experience.

Generate comprehensive, HVAC technical support-focused content that serves as a valuable resource for HVAC technical support professionals evaluating career opportunities and preparing for technical interviews in the HVAC industry.

Remote Technical Support Specialist - HVAC