• As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns. • Provide front line, first level, technical assistance for consumers Supporting Client specific high speed internet services delivering an exceptional customer experience. • Resolve technical problems, within a fast paced, customer facing environment. • Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting. • Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques. • Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration. • Demonstrate advanced product knowledge and he ability to solve customer issues. • Resolve customer issues on the first call as frequently as possible. • Open and manage trouble ticket system for user issues, Data Network, OS issues. • Be patient, courteous and friendly with customers at all times. • Demonstrate a positive attitude. • Address and solve technical problems in a timely manner and complete all work assignments within expected time frames. • Adhere to all work schedule assignments. • Abide by and support management directives and adhere to all TP policies.

• Atender las solicitudes del cliente relacionadas con la operación. • Generar reportes para los equipos de desarrollo, mantenimiento y servicios legados. • Analizar problemas en servicios internos y externos involucrados en la operación. • Documentar procesos. • Realizar reportes de servicios. • Abrir, dar seguimiento y cerrar tickets.

• Be the person customers can count on, responding via email, ticketing systems, and the occasional video call with the kind of clarity and care that turns frustrated users into loyal ones. • Triage and prioritize incoming issues with urgency, consistently meeting SLA targets while leveraging AI tools to work smarter and resolve issues faster. • Dig into complex issues across APIs, connectors, data pipelines, and SaaS integrations, not just finding workarounds but partnering with Engineering to get to the root cause and drive real fixes. • Document and reproduce customer-reported bugs with enough detail that the right people can act on them quickly. • Support embedded platform customers through onboarding and troubleshooting, including OAuth flows, widget tokens, scoped API tokens, and connector configuration. • Get hands-on with customers who are building and debugging integrations, helping them navigate the Airbyte API and third-party APIs with confidence, from authentication and pagination to rate limiting, error handling, and webhooks. • Test and validate API endpoints, review request/response payloads, and guide customers through integration best practices. • Support customers with the Embedded API, covering source creation, connector template management, and widget token authentication. • Help customers building on the Airbyte Connector SDK find their footing, including YAML-based connector definitions, OpenAPI specs, and cassette-based testing workflows. • Stay sharp on Airbyte's API surface, new connector releases, and platform updates so your guidance is always accurate and timely. • Be the voice of the customer inside Airbyte, working closely with Engineering and Product to surface issues, advocate for feature requests, and make sure customer pain points actually influence the roadmap. • Partner with the Agentic Data Platform team to relay platform-specific feedback, connector gaps, and SDK usability issues before they become bigger problems. • Partner with Sales and Customer Success for technical conversations, onboarding, and expansion efforts, bringing the kind of product depth that helps close and retain customers. • Create and maintain internal and external knowledge base articles, troubleshooting guides, and API documentation to support scalability. • Document research and troubleshooting processes to aid in faster ticket resolution and team knowledge-sharing. • Identify opportunities for automation and process improvements with AI that reduce support load and improve the customer experience. • Spearhead initiatives to fill organizational or support gaps and take ownership of unique projects.

Job Posting: Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in. The HVAC Technical Service Advisor provides technical expertise and guidance in support of our associates and contractors. They will also act as the manager of regional technical issues, while providing solution to technical problems that arise. This position will cover Alabama, Florida Pan Handle, and Mississippi markets. If you have prior experience as an HVAC field installer, service technician, trainer, this is an excellent opportunity for you. The HVAC Technical Service Advisor provides technical expertise and guidance in support of our associates and contractors. The advisor utilizes their HVAC equipment product knowledge, independent judgment, and discretion to further successful projects involving residential and commercial HVAC systems. - Uses advanced knowledge of HVAC systems to provide technical guidance to associates and contractors on residential and light commercial HVAC systems. - Analyzes project requirements and performs site assessments to recommend the best product selections for customer needs using advanced knowledge, discretion, and independent judgment in compliance with industry standards and regulations. - Build and maintain working relationships with sales associates, technicians, and customers to ensure satisfaction and adherence to safety standards and industry best practices.  - Maintains certifications needed to conduct and participate in product training and demonstrations for internal teams and clients to drive proper product knowledge to gain certification for successful projects. - Uses advanced knowledge to provide technical training to both internal associates and external customers/dealers as required. - Ride along with Territory Managers on Dealer recruitment calls and present features and benefits to the owners and service departments. - Handles complex HVAC issues requiring specialized knowledge and skills to diagnose and resolve problems in partnership with senior specialists and vendors. - Utilize XOI software to document and track all interactions and issues related to customer technical issues. - Provides technical expertise and guidance, using advanced HVAC knowledge, including professional development to build confidence in the field. - Addresses customer issues timely and responds with the appropriate urgency to customers’ calls, emails, and other communications. - Ability to build PowerPoint presentations and coordinate, facilitate, and lead in-person and remote training sessions. Qualifications: - Degree from an accredited HVAC school or certificate of completion from HVAC technical courses and 5+ years of hands-on HVAC experience, or equivalent combination of education and related experience, required. - Strong understanding of HVAC systems, controls, and diagnostic tools. - Strong expertise with inverter technology, including troubleshooting and optimizing variable-speed systems. - Demonstrate excellent problem-solving skills and the ability to troubleshoot complex HVAC issues remotely, guiding contractors and technicians effectively over the phone. - Strong written and verbal communication skills; ability to tailor tone for contractors, customers, and internal teams. - Proficiency with remote support tools, (Microsoft Office Suite). - EPA certification and/or equivalent HVAC licensing preferred. - Ability to work efficiently and independently in a remote environment while managing multiple priorities. - HVAC Field service, technical support, or certified trainer experience is preferred. At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more! - Pay Range: - $4,766.67 - $7,625.00- Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles. - This role is Bonus or Incentive Plan eligible. - Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements. - The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability. Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity. Equal Employment Opportunity and Reasonable Accommodation Information