Technical Customer Support Representative – Water Filtration

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

📋 Description

• Support customers by addressing technical inquiries, assisting with troubleshooting, providing installation guidance, and handling product maintenance and support requests through inbound communications.

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

• Guide customers through detailed troubleshooting and resolution procedures.

• Address customer queries via phone, chat, and email channels.

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

• Thoroughly document customer interactions, troubleshooting efforts, and resolutions.

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

• Maintain professionalism while handling high volumes of interactions and complex technical scenarios.

• Enhance product knowledge and refine technical troubleshooting abilities to improve customer outcomes.

• Work scheduled shifts from 8:00 AM–5:00 PM ET or 9:00 AM–6:00 PM ET, with occasional flexibility to meet coverage needs.

⛳️ Requirements

• High School Diploma or GED.

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

• Excellent verbal communication and active listening skills.

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

• Basic computer skills and a willingness to learn new systems.

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

• Capacity to multitask while ensuring accuracy.

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

• Experience with water filtration, water treatment, plumbing, or related products and systems is highly preferred.

• Background 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 assistance or troubleshooting support to customers via phone, chat, or email.

• Experience 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 advantageous.

• Candidates must reside within the United States.

🏝️ Benefits

• Bonus opportunities.

• Overtime pay based on business requirements.

• 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.