Schedule: Monday - Friday, 9AM - 4PM. 

Client Timezone: EST

Role Overview:

The client is looking for a Service Diagnostic Support Specialist to support their residential field technicians with real-time diagnostics and troubleshooting guidance.

The ideal candidate has strong hands-on residential service experience, thinks logically through diagnostics, and can explain technical steps clearly and calmly in a virtual environment.

Key Responsibilities:

• Make outbound calls to residential and light commercial customers
• Proactively contact customers about filter changes, maintenance reminders, and service follow-ups
• Call commercial companies to schedule routine maintenance and service check-ins
• Book qualified service appointments for the service/sales team
• Follow call scripts while keeping conversations natural, helpful, and service-focused
• Educate customers on the importance of routine maintenance and filter changes
• Accurately update CRM with call outcomes, notes, and scheduled appointments
• Handle basic objections with a calm, helpful approach

Requirements:

• Prior experience supporting technicians remotely or in a call-in technical support role

• Familiarity with residential service workflows and field technician challenges

• Prior outbound calling, inside sales, or customer service experience
• Clear, confident, and friendly phone communication
• Comfortable with consistent outbound call volume
• Experience speaking with both homeowners and businesses is a plus
• CRM experience (ServiceTitan preferred or similar)
• Reliable internet, headset, and quiet workspace

Independent Contractor Perks: 

• HMO coverage for eligible locations
• Permanent work from home
• Immediate hiring
• Steady freelance job