Digital Tools Support Rep

At Trane TechnologiesTM and through our businesses including Trane?and Thermo King? we create innovative climate solutions for buildings, homes, and transportation that challenge what?s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at... work and at home. We boldly go.

What?s in it for you: Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient environments, it?s our responsibility to put the planet first. For us at Trane Technologies, sustainability is not just how we do business?it is our business. Do you dare to look at the world's challenges and see impactful possibilities? Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what?s possible for a sustainable world.

As a Digital Tools Support (DTS) Representative, you will be the front-line contact for our customers and internal sales partners; primarily answering requests for digital tools related inquiries- troubleshooting, ticket entry, and account maintenance. You will own customer process from initial request through resolution, which means collaborating and following-up with multiple teams to deliver what the customer needs. You will participate in projects and continuous improvement activities to create a better customer and associate experience. This position reports to DTS Team Leader.

Thrive at work and at home:

Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives ? WE DARE TO CARE!

Family building benefits include fertility coverage and adoption/surrogacy assistance.

401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.

Paid time off, including in support of volunteer and parental leave needs.

Educational and training opportunities through company programs along with tuition assistance and student debt support.

Learn more about our benefits here!

Where is the work:

Virtual:

This is a Remote position.

What you will do:
? Participate in customer service-related and digital tools support strategies, projects, and improvement activities:

o Communication and information management improvement initiatives

o Sales office training on site navigation and ticket management

o Process standard work creation and optimization

o Virtual training creation

o Customer service strategy
? Respond to and manage requests from initiation to resolution through calls, email, and chat:

o Investigate and resolve access and security issues

o Enter tickets into ServiceNow and Zendesk

o Organize and verify account information

o Perform password resets

o Investigate order origin

o Support users with site navigation

o Act as point of contact for site outages
? Develop and maintain positive working relationships with both internal and external customers
? Respond to and resolve DTS inquiries from customers and internal partners via phone, e-mail and other digital methods
? Work with other customer associates of different levels as well as other functional groups to ensure that customer?s questions and concerns are answered timely and thoroughly
? Provide high quality service through efficient use of all operating systems functionalities related to digital tools and relative to customer activity
? Exemplify proper judgment, problem-solving, and decision-making with a friendly and professional attitude, while always keeping the best interest of the customer and the organization in mind
? Other duties as assigned by DOM Team Leaders

What you will bring:
? Proficiency with MS Office Suite (Excel, Word, PowerPoint, Access, Outlook) required
? 1-3 years of experience in customer service or ticket management- preferably in an technology based environment.
? Associate?s Degree or Bachelor?s Degree preferred.

Key Competencies:
? Advocates positively for customers and organization
? Time management
? Strong communication skills-including listening (written, verbal and interpersonal)
? Good organization and interpersonal skills
? Being able work multiple forms of communication for outstanding issues

Compensation:

Base Pay Range: $42,000/yr and up based on experience.

Total compensation for this role will include a commission/incentive plan. Disclaimer: This base pay range is based on US national averages. Actual base pay could be a result of seniority, merit, geographic location where the work is performed.

Equal Employment Opportunity:

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status