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 issues, installation support, product maintenance, and related requests through incoming communications.

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

• Guide customers through detailed troubleshooting and resolution processes using clear and professional communication.

• Engage in a teamwork-oriented rotation to support customer questions via phone, chat, and email channels.

• Utilize various systems, tools, and knowledge bases concurrently to investigate, diagnose, and address customer concerns.

• Precisely document customer interactions, troubleshooting efforts, and solutions to ensure complete service records.

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

• Maintain composure while handling high volumes of interactions and complex technical issues.

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

⛳️ Requirements

• High School Diploma or GED.

• A minimum of 1 year of experience in customer service, technical support, call centers, or a similar customer-facing role.

• Excellent verbal communication and active listening capabilities.

• Demonstrated empathy, patience, and sound judgment.

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

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

• Ability to manage multiple tasks while ensuring accuracy.

• Enthusiasm for learning about technical product details, water filtration systems, and support processes.

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

• Familiarity with 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.

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

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

• Bilingual skills are an advantage.

🏝️ Benefits

• Bonus opportunities.

• Overtime pay based on business requirements.

• Comprehensive health insurance plans.

• Leading market 401(k) program with a company contribution.

• Discounts on products.

• Flexible time-off policies.

• Adoption benefits.

• Employee Resource Groups (ERGs).

• Reasonable accommodations for individuals with disabilities.