Product Tech Support Specialist

• Product Tech Support Specialist
• Starting Pay Rate: $24.50-$30.50 per hour (based on experience)
• Shift Details: M-F, 8 am-4:30 pm with rotating late shift in season - OR - 10 am -6:30 pm year round
• Full Time / Direct Hire

• Paid Time Off: 128 hours (pro-rated from start date)
• 10 Paid Holidays
• Access to Earnings on a Daily Basis
• 401k with 6% company match
• Health Care including medical, dental and vision

• Quarterly Cash Profit Sharing (eligible after 1 year of service)
• Tuition Reimbursement (eligible after 6 months of service)
• Paid Parental Leave (eligible after 1 year of service)
• $10,000 Adoption / Surrogacy Reimbursement (eligible after 1 year of service)

• Technical Curiosity & Learning Agility- You quickly absorb new information, adapt to evolving products, and enjoy diving into how things work.You will deliver technical support for Hearth & Home Technologies gas, wood and electric fueled appliances, electronic ignition systems, Wi-Fi controls and mobile app support products via phone, email, chat, video, and remote tools, and identify and research required service parts using internal documentation
• Analytical ProblemSolving- You approach issues methodically, identify root causes, and develop clear, practical solutions. You translate technical concepts into language customers can understand and provide guidance that builds trust.
• CustomerFirst Mindset- Manage trouble tickets in Salesforce-from open to close-to ensure ownership and customer satisfaction. You communicate with empathy, patience, and professionalism, ensuring every customer feels supported and valued. You take responsibility for resolving issues, following through on commitments, and maintaining high service standards.
• Collaboration & Influence- You work effectively across teams, share insights, and contribute to a positive, solutionsfocused environment.
• Ownership & Accountability- You take responsibility for resolving issues, following through on commitments, and maintaining high service standards. You remain steady under pressure, manage competing priorities, and maintain a calm, confident presence with customers.
• Continuous Improvement- Thrives in a rapidly changing environment-participating in handson training; rapid continuous improvement initiatives;trainothers as needed

• High School diploma or equivalent
• 1-2 years of Direct Customer Support or call center experience

• Experience with network configuration or support
• Experience in troubleshooting and/or problem solving
• Fluent in English; Spanish and/or French languages ability is a plus

• Casual work attire
• Relaxed atmosphere
• On-the-job training
• Career advancement & growth opportunities

In addition to your salary, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision Insurance, Health Savings Account, Disability Benefits, Life Insurance, Paid Time Off and Holidays, and Retirement Benefits). Hearth & Home Technologies benefits are subject to eligibility requirements. Our company endeavors to make www.hearthnhome.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at 952-985-6000 or via email at [emailprotected]. The Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.