Technical Customer Support Representative – Water Filtration

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Provide assistance to customers regarding technical inquiries, troubleshooting, installation support, product maintenance, and support requests through incoming interactions.

• Collect relevant information, pinpoint root causes, and assess potential solutions related to water filtration systems and related products.

• Guide customers through detailed troubleshooting and resolution processes step-by-step.

• Engage in a team-based rotation to assist with customer inquiries via phone, chat, and email channels.

• Utilize various systems, tools, and knowledge bases concurrently to investigate, diagnose, and resolve customer issues.

• Precisely document customer interactions, troubleshooting activities, and outcomes.

• Achieve established standards for quality, productivity, and customer satisfaction.

• Maintain composure while handling high volumes of interactions and intricate technical challenges.

• Enhance product knowledge and develop technical troubleshooting skills to improve customer experiences.

⛳️ Requirements

• High School Diploma or GED.

• A minimum of 1 year of experience in customer service, technical support, call center, or another customer-facing role.

• Excellent verbal communication and active listening abilities.

• Capability to exhibit empathy, patience, and sound judgment.

• Basic computer skills and willingness to learn new systems.

• Strong critical thinking and problem-solving skills with an aptitude for troubleshooting.

• Ability to multitask while ensuring accuracy.

• Eagerness to learn technical product information, water filtration systems, and support procedures.

• Preferred experience with water filtration, water treatment, plumbing, or related products and systems.

• Proven experience troubleshooting water filtration systems, plumbing products, mechanical equipment, or other technical items.

• Knowledge of water filtration, water softening, reverse osmosis, plumbing components, or residential water systems.

• Experience in providing technical guidance or troubleshooting support to customers via phone, chat, or email.

• Background in a fast-paced, metrics-driven customer service or technical support setting.

• Familiarity with CRM systems, knowledge bases, or customer support technologies.

• Bilingual skills are a plus.

• Candidates must reside within the United States.

🏝️ Benefits

• Bonus opportunities.

• Overtime pay based on business needs.

• Annual bonus plan or role-based sales incentive plan.

• Comprehensive health plans.

• Market-leading 401(k) program with company contributions.

• Product discounts.

• Flexible time off benefits.

• Adoption benefits.

• Employee Resource Groups (ERGs).

• Reasonable accommodations for individuals with disabilities.