• Respond to inbound customer calls, emails, and messages in a polite, friendly, and professional manner • Provide accurate, valid, and complete information to customers • Resolve customer issues and complaints efficiently and professionally • Identify and assess customers' needs to achieve satisfaction • Troubleshoot and resolve customer issues by providing appropriate solutions • Escalate unresolved issues to higher-level support when necessary • Maintain clear, concise, and courteous communication with customers • Document all interactions and maintain accurate records of customer issues and resolutions • Provide timely and effective follow-ups to ensure customer satisfaction • Stay updated on product knowledge, company policies, and procedures • Utilize available resources and tools to provide accurate information to customers • Meet individual and team performance targets, including response time, resolution time, and customer satisfaction scores • Continuously strive to improve efficiency and effectiveness in handling customer inquiries • Work collaboratively with team members and other departments to resolve customer issues

• Handle inbound and outbound customer calls in Russian • Respond to customer inquiries via email and ticketing systems • Troubleshoot basic to intermediate issues and provide clear solutions • Escalate complex or technical concerns to the appropriate department • Document all customer interactions accurately in the CRM or ticketing platform • Follow up on open tickets to ensure timely resolution • Meet service level agreements (SLAs) for response and resolution times • Maintain a high level of professionalism and empathy in all communications • Identify recurring issues and report trends to management

- Are you an HVAC residential service technician who is getting tired of running around out in the field? - Do you love talking with homeowners? - Would you instead like to be able to work from the comfort of your own home, talking with customers on the phone? - Are you a friendly and cooperative team player? - Are you articulate and easily able to explain things to people clearly in a way they can quickly understand? If yes, great news! We have an incredible opportunity for you to improve your job satisfaction when you join us as an HVAC Technical Support representative! Alpine is a team of forward-thinking innovators working to provide intelligent heating and cooling solutions to homeowners. We are the first and largest e-commerce retailer of heating and air conditioning equipment. Our mission is to reduce global warming through the use of high-efficiency and all-electric HVAC equipment, while providing a unique shopping experience for customers that makes the process fun and easy. By creating a great experience for our customers, we have a strong following of repeat customers and the highest ratings in the industry at 4.85 (out of 5) in satisfaction. As an HVAC Technical Support rep, you will speak with homeowners on the phone who have purchased products from our HVAC ecommerce website. You'll have productive conversations assisting them with questions about the products and troubleshooting remotely to resolve their technical issues. It's a rewarding job for an HVAC Tech looking to use their outstanding communication skills to advance their career!

• Manage incoming inquiries via phone, email, and chat. • Provide clear and accurate information regarding products and services. • Resolve customer issues promptly and professionally. • Escalate complex cases to appropriate teams when necessary. • Record all interactions in internal systems to maintain accurate customer records. • Meet quality and performance KPIs to ensure a high level of service. • Deliver a positive and consistent experience for every customer interaction.