Electric Fireplace Technical Support / Customer Service Representative

Electric Fireplaces Depot is one of the largest on-line retailers for electric fireplaces and electric patio heaters. We are looking for a Technical Support Professional to join our customer service team and help our customers get the most out of their products.

We’re looking for someone who is patient, reliable, comfortable with technical information, and good at figuring things out. You should be comfortable talking with customers, explaining solutions in a way that makes sense to someone who may not have a technical background, and staying organized when you have several things going on at once.

You don’t need to know everything about our products when you start. You do need to be willing to learn, pay attention to details, and take the time to understand an issue before jumping to a solution. If you enjoy helping customers, figuring out how things work, and working through technical issues, this could be a good fit.

Core Responsibilities
Answer customer questions and provide helpful, friendly support by phone, chat, and email
Help customers with product questions, basic order-related questions, and general support needs
Troubleshoot product issues remotely and help customers work through solutions
Use product information, manuals, technical resources, photos, videos, and customer descriptions to help diagnose issues
Document customer issues, troubleshooting steps, and resolutions accurately
Handle multiple customer conversations while keeping response times and service quality on track
Follow up on open issues and escalate more complicated problems when needed

Required Skills & Abilities
Availability Monday through Friday, 9:00 a.m. to 6:00 p.m.
100% Fluent in English
Strong verbal and written communication across multiple channels
Previous customer service, technical support, or similar experience
A reliable internet connection and a quiet, private workspace for handling customer calls and communications.
Comfortable learning new products, systems, and troubleshooting procedures.
Ability to work independently and stay organized in a remote environment.

Important:
Please complete Assessment by clicking on this link. This helps us to make sure that this role is the right fit for the candidate. Only candidates that completed their assessments will be considered for the interview.
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Work Schedule
Monday – Friday
9 am EST - 6 pm EST.
1 hour break

Probation period
4 months

Compensation and Perks
$600 – $1200 per month based on experience and Interview.
Bi-Weekly pay
Management Opportunity based on results
5 vacation days after 6 months of employment
5 sick days after 6 months of employment
Holidays: New Year’s Eve and New Years Day, Christmas Eve and Christmas Day, Independence Day, Maundy Thursday and Good Friday, Birthday