Technical Customer Support Representative – Water Filtration

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

📋 Description

• Respond to product inquiries and resolve technical issues related to water filtration systems and associated products.

• Offer product assistance through incoming calls, chats, and emails.

• Identify issues, collect information, determine root causes, and assess possible solutions.

• Walk customers through detailed troubleshooting and resolution steps.

• Deliver guidance on installation, product maintenance, and overall support.

• Engage in a team rotation to address phone, chat, and email inquiries.

• Utilize various systems, tools, and knowledge resources to investigate, diagnose, and resolve issues.

• Record customer interactions, troubleshooting efforts, and outcomes.

• Achieve targets for quality, productivity, and customer satisfaction.

• Professionally handle high volumes of interactions and intricate technical situations.

• Enhance product knowledge and improve technical troubleshooting capabilities.

⛳️ Requirements

• High School Diploma or GED.

• Over 1 year of experience in customer service, technical support, call center, or similar customer-facing roles.

• Excellent verbal communication and active listening skills.

• Ability to show empathy, patience, and sound judgment.

• Basic computer skills and willingness to learn new systems.

• Strong critical thinking and problem-solving skills with a knack for troubleshooting.

• Capability to multitask while ensuring accuracy.

• Eagerness to learn about technical product details, water filtration systems, and support processes.

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

• Experience in 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 providing technical support or troubleshooting assistance 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 abilities are an advantage.

🏝️ Benefits

• Bonus opportunities.

• Overtime pay based on business needs.

• Annual bonus plan tied to company and individual performance, or a role-based sales incentive plan.

• Comprehensive and competitive health and wellness benefits.

• 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.