Customer Support Engineer - ENT

Customer Support Engineer - ENT Kennesaw, Georgia, Contract - 1st Shift, 5/40 Pay Rate: $22.14/Hr.

Benefits: medical, dental, vision, 401k
* Hybrid

• High School Diploma/GED (with additional specialized training and minimum 2 years of experience) or Associate Degree, technical/business certificate, skilled trades apprenticeship, or other post-secondary training (with minimum 1 year of experience).
• Technical support, customer support, or related experience.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Ability to work effectively in a team environment.
• Demonstrated commitment to customer service.
• Ability to organize work independently and work without close supervision.
• Ability to multitask and manage multiple projects simultaneously.

Customer Support Engineer - ENT Execute, support, and lead delivery of Energy Management Solutions to customers. Work independently under the direction of the BAS Specialist Supervisor. Coordinate with customers, clients, contractors, and vendors to support workflow and project completion schedules. Support multiple customer accounts and provide technical and customer support services.

• Provide customer support via phone calls, emails, tickets, and special projects.
• Complete required documentation, including work orders, call logs, and updates.
• Review and understand technical documents such as wiring diagrams and as-built drawings.
• Analyze systems and energy data to identify energy optimization opportunities.
• Understand field-level equipment operation and coordinate with field operations teams.
• Support customers using customized procedures and protocols.
• Use effective questioning and listening skills during customer interactions.
• Research, troubleshoot, and resolve issues; elevate unresolved problems as needed.
• Handle customer interactions professionally, including difficult or upset customers.
• Build positive customer relationships over the phone.
• Maintain schedule flexibility as required.

• HVAC, electrician, controls service coordinator, service technician, service dispatcher, or equivalent experience.
• Prior HVAC and/or Building Automation experience.
• Solid understanding of IP networking and computer fundamentals.
• Third-party integration experience with: BACnet IP BACnet MS/TP Modbus