Call Center Support Technician – Level 1

Call Center Support Technician – Level 1

Position: Call Center Support Technician – Level 1

Employment Status: Full-Time

Job Description: Nex Rev is currently looking for top performers who are eager to thrive in a fast‑paced environment. As we expand our team of experienced and motivated HVAC/Energy Management Systems Technicians, we are seeking the right individuals to provide exceptional customer service to our growing list of clients. This role provides advanced support for building automation and energy management systems and involves responding to escalated customer inquiries, troubleshooting EMS‑related issues remotely, coordinating with field technicians, and ensuring optimal system performance across client facilities.

Reports To: Trish Behning / Call Center Manager

• Answer incoming service requests professionally.
• Enter service request information into the database from phone calls or emails.
• Research questions using the database and team members.
• Process and resolve customer complaints.
• Review service call requests from clients, review systems online, and adjust or repair to avoid dispatching field technicians.
• Identify problems, troubleshoot as needed, and make decisions to bring issues to a conclusion.
• Interact with contractors at remote locations working on mechanical equipment.
• Complete EMS service calls and redirect to higher‑level technicians as needed.
• Maintain service call information in the database.

Weekdays, holidays, overnight, and weekend hours may be required.

• Customer call center service experience.

• Ability to multitask with multiple computer programs and navigate between multiple screens.
• Strong computer skills and Microsoft Office proficiency.
• Strong, above‑average keyboard skills.
• Strong communication and organizational skills.

• Energy controls experience/knowledge for Niagara, Novar, CPC, Trane Summit, Symbio (preferred).
• HVAC Mechanical knowledge (preferred).
• Excellent verbal and written communication skills.
• Ability to prioritize and complete a variety of simultaneous tasks.
• Technical and problem‑solving skills.
• Attention to detail.
• Ability to work under pressure.
• Work well on cross‑functional teams.
• Highly motivated with personal initiative.
• Bilingual language skills preferred.

Nex Rev is the leading provider of cloud‑based, multi‑site energy management systems, backed by AI and delivered by SaaS models, that help businesses eliminate energy waste and reduce costs.

Our innovative Freedom™ EMS/BMS solution brings process‑driven intelligence and AI to facilities management, providing complete remote control and centralized visibility of your energy‑consuming devices across complex, nationwide property portfolios for leading brands in retail, theaters, restaurants, commercial, and industrial facilities.

With Nex Rev Freedom, our customers reduce waste, optimize energy management, and generate permanent cost savings by making the right decisions.