Product Support

HTS Engineering - Heat Transfer Solutions
June 17, 2022
Toronto, Canada
Job Type



HTS Engineering Ltd. is the largest independent commercial HVAC manufacturers' rep in North America, with 20 locations in the US and Canada. HTS has a vibrant look and brand promise that reflects our companywide commitment to ensure the individual success of all those involved in a project's HVAC system selection, design, purchase, installation, and maintenance, including our employees, suppliers, customers, and end-users.

Founded in 2015 in Toronto, Canada, KORE Solutions is a subsidiary company of HTS and an innovative technology solutions and services provider with a strong focus on the HVAC manufacturer's representative industry. With various offerings, including business intelligence software, help service support, and more, KORE delivers end-to-end solutions that empower our partners and clients to build successful businesses.

At KORE, communication and collaboration is our top priority. As a team member, you'll work closely with all departments to develop our software, TRAX, and its infrastructure. We have a strong teamwork-oriented culture, meaning you're surrounded by resources who want you to succeed. Your contributions will also have a direct impact. You'll be providing meaningful change to the company and serve to enhance our processes.

Job Mandate

The Product Support Analyst will be working in a dynamic environment, supporting users of our in-house built ERP system. You are accountable for Help Desk ticket analysis, escalation and managing customer expectations. You will work closely with cross-functional teams (Product & Development) to drive optimal customer outcomes in the analysis and prioritization process. In addition, the position will provide guidance/support to our user base on how to use/navigate the system, provide ad-hoc training and act as a sounding board to ensure an excellent customer experience.

Job Details

Major Responsibilities:

  • Triage tickets/client requests promptly and assigns them to the appropriate queue or team member for resolution.
  • Responsible for the ticket workflow, including prioritization and escalation, and following tickets/requests through to resolution.
  • Provide outstanding customer support and keep a pulse on the customer experience journey.
  • Keep a calm and calculated approach to critical situations where quick response and resolution is important.
  • Create and maintain Knowledge Base content relating to both the product and product support.
  • Coordinate with internal teams, such as product and development, to release defect fixes and enhancements to production.
  • Responsible for using the site ticketing system to record all problems, incidents, and changes. Ensuring detailed troubleshooting and accurate resolution notes for each ticket.
  • Create detailed issue tickets in DevOp system according to the guideline and processes.
  • Prepare requirements documentation (user stories) for any enhancements emerging from support tickets as needed.
  • Create and maintain procedural documentation using the technology, Portal.

Working Conditions: 

  • Hybrid of remote work and office setting
  • Office setting - Open, collaborative office space (may vary by location)
  • Fast-paced environment with tight deadlines
  • Reliable access to personal transportation is a requirement  

Minimum Required Technical Skills / Qualifications

Knowledge, Education, Training:

  • Degree/diploma in technical communications or related field


  • Minimum of 8+ years of support experience for software applications

Technical Skills:

  • Basic knowledge of all Windows-based operating systems
  • Basic knowledge of PC based computer hardware
  • Basic knowledge of Office 365 suite

Minimum Required Behavioural / Soft Skills


  • Possesses outstanding written and verbal communication skills
  • Ability to empathize with users and team members and quickly grasp the issues they're facing
  • Ability to work independently in a fast-paced environment with little direct supervision
  • Highly organized, detail-oriented, extremely responsive, and able to prioritize many tasks
  • Self-motivated and takes the initiative


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