Technical Support Specialist

Overview

TECHNICAL SUPPORT SPECIALIST

Ariston Group is a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for climate comfort, water heating and air handling, as well as components and burners. The group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.

In 2024 the group reported over 2.6-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries on 5 continents, 28 production sites and 28 research and development centers. The group demonstrates its commitment to sustainability through the development of renewable and high-efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems, and ongoing investment in technological innovation, digitalization, and advanced connectivity solutions.

Our Technical Support Team is an integral part of our Water Heating Parts & Services organization, serving as the knowledge and contact center for customers, contractors and installers of our water heating products. The team operates in a virtual call center environment, using tools including 8x8 to provide talk, text and chat support for our clients.

Within the Technical Support Team, this role will focus on these main activities:

• Handling a high volume of customer requests for technical assistance.
• Demonstrating knowledge of technical product specifications and water heater fundamentals, and communicating this information to customers via phone, video, email, chat or text.
• Exhibiting a calm demeanor in stressful situations while being adaptable to change and maintaining a high level of customer care, both internally and externally.
• Explain and interpret warranties to customers as they apply to products, and follow up with solutions for customers’ individual needs.
• Provide training to other team members on Ariston products when required.
• Maintaining accurate records and data in our CRM tool.

The ideal candidate has a background in HVAC or Plumbing, and at minimum completion of high school/GED. They will also have:

• A preferred Technical or Vocational Degree
• Strong technical knowledge of HVAC and combustion test equipment
• Solid mechanical troubleshooting skills
• Demonstrated ability to work with people online, on video, on phone and in chat tools
• Ability to work flexible hours when required
• Usage of , as a plus

We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.