Product Tech Support Specialist

As a Product Tech Support Specialist with Hearth and Home Technologies in Lake City, MN, you will be responsible for providing prompt, professional and technical support to internal and external customers in response to a variety of technical and repair situations regarding gas, wood and electric fueled appliances, electronic ignition systems, Wi-Fi controls and mobile app support and services.

Position Details

• 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

Benefits Starting Your 1st Day

• 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

Additional Benefits

• 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)

Product Tech Support Specialist - Key Responsibilities

• Manage trouble tickets in Salesforce-from open to close-to ensure ownership and customer satisfaction
• Deliver technical support for Hearth & Home Technologies products via phone, email, chat, video, and remote tools
• Identify and research required service parts using internal documentation
• Resolve complex cases by coordinating with cross functional teams and maintaining clear communication
• Participate in hands on training and continuous improvement; train others as needed
• Work independently and make sound decisions within policy guidelines

Minimum Requirements

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

• Technical Curiosity & Learning Agility - You quickly absorb new information, adapt to evolving products, and enjoy diving into how things work.
• Analytical Problem Solving - 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.
• Customer First Mindset - 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, solutions focused 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.

Preferred Qualifications

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

Our Work Environment

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