English Speaking Technical Support Specialist (Appliances)

Our client, a leader in the appliance industry, is looking for an Appliance Support Specialist to join its Field Service team. You’ll be the first point of contact for consumers, dealers and service technicians, helping diagnose appliance issues, ordering parts and dispatching service, while delivering an excellent customer experience.

What you’ll do

• Handle inbound calls and emails from consumers, dealers, distributors and technicians
• Diagnose appliance issues and provide first- and second-level technical support, using service manuals, bulletins and internal knowledge bases
• Set up and dispatch service calls, and order parts
• Escalate complex issues to field technicians or engineers
• Update customers on approvals, diagnostic results and shipping
• Log warranty service calls in the tracking database and keep call statuses up to date
• Work with national service providers and service companies to share product information
• Report recurring issues from service partners for escalation

What you bring

• Excellent command of English (C2), written and spoken (phone, email, text)
• Proven experience in customer support or a technical support environment (call center, helpdesk, or similar)
• Technical curiosity and good analytical skills: you can troubleshoot step by step and learn how products work
• Ability to read and understand service manuals, technical documentation and bulletins
• Typing speed of 45 WPM, and proficiency with MS Office and web applications
• Strong attention to detail and the ability to work with minimal supervision
• Ability to work North American hours
• Comfortable learning on the job: full product training will be provided

Nice to have :

• Background in appliance, electronics or mobile-device support or repair
• Experience with ticketing or warranty tracking systems