The Customer Support Associate is a vital part of creating a successful CS operation at Gemini, resolving priority customer inquiries and triaging with internal stakeholders for long-term fixes.
Compensation
We take a holistic approach to compensation at Gemini, which includes: Comprehensive health plans covered at 100% for employees and dependents; Long-term incentive in the form of a new hire equity grant; Paid Parental Leave; Competitive paid time off
Responsibilities
Own high-priority and escalated customer cases from intake to resolution
Act as the customer’s point of contact with teams across Gemini
Handle escalations from the front-line support team and management
Coach and train front-line agents on the most common escalation topics
Partner with department heads to keep runbooks and procedures accurate and up to date
Deliver high quality, consistent customer support across multiple service channels, resolving customer enquiries efficiently while ensuring regulatory compliance and contributing to a positive end-to-end customer experience.
Responsibilities
Handle inbound and outbound customer interactions across phone, case, email, and digital service channels
Resolve customer issues using established procedures, policies, and product knowledge
Drive First Contact Resolution within defined authority levels and service guidelines
Communicate clearly and professionally with customers
Maintain accurate case documentation in case management systems
Provide technical, operation and application support to contractors and customers for HVAC ductless, VRF and unitary systems.
Compensation
Compensation: $75k - $90k Annually
Responsibilities
Become proficient with providing technical support for all Bryant, Armstrong, ICP and Mitsubishi equipment, controls, application and components and their operation
Develop and foster relationships with contractors/customers of Homans Associates for both commercial plan & spec. and design build projects, as well as residential projects
Effectively communicate the operation of all equipment and controls to contractors via telephone, email, text or other communication methods
Assist and support the outside technical support specialists in the field with customer phone support and workload
Display proficiency with wiring schematics, refrigeration circuit diagrams, blueprint drawings and other related technical documentation, to solve common as well as complex technical issues
Lead the delivery of product uptime, machine performance and customer success across the assigned territory and product lines.
Responsibilities
Drive product uptime and effective machine operation by developing dealer support capabilities and coordinating timely technical intervention.
Support the continuous development of dealer employees and specialists by strengthening their knowledge, skills, and expertise.
Coordinate the diagnosis, escalation and resolution of priority technical issues, ensuring clear ownership, timely communication and appropriate product-line involvement.
Develop channel partner capabilities in technical diagnostics, issue resolution, machine optimisation and proactive machine monitoring.
Serve as the interface between the customers, dealership and product lines to reduce recurring technical issues.
Requirements
Degree or equivalent in agriculture, agronomy, agricultural engineering, precision agriculture, technical support, or customer support
Senior Sales Operations Specialist on the Corporate team responsible for building frameworks, relationships, and processes to support Infineon's sales operations.
Responsibilities
Organize and prioritize work to meet goals and deliverables
Act as first point of contact for customer requests and provide first-level support
Build and maintain professional customer relationships through meetings and calls
Prepare commercial offers in the quoting system and support Account Managers with sales forecast updates and CRM data maintenance
Support pricing activities including RFQ verification, annual price negotiations, VPA preparation, fulfillment tracking, and pricing-related backlog adjustments
Requirements
Bachelor's in business administration, engineering or a related field
This role is responsible for managing a team of contributors and/or supervisors with a focused scope, ensuring adherence to policies and overseeing on-site hardware and application support delivery.
Responsibilities
Manages a team of individual contributors and/or supervisors with well-defined, limited scope, overseeing day-to-day activities, with fairness and consistency in a timely manner, ensuring compliance with the organization’s policies and procedures.
Leads a team accountable for delivering on-site hardware, systems, sub-systems, and application support to customers in accordance with contractual service agreements.
Engages in setting up performance objectives, assembling project teams, resource allocation and ensuring the successful execution of diverse field technical support programs and processes.
Collaborates with cross-functional teams to identify and implement process improvements and policy development, also actively engaging in their design and implementation.
Guides the team in defining program objectives and KPIs and setting expectations for implementation across various business groups, fostering creativity and motivation.
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