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 instructions, product maintenance, and support requests through various inbound channels.

• 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.

• Address customer inquiries via phone, chat, and email platforms.

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

• Accurately document customer interactions, troubleshooting efforts, and solutions provided.

• Fulfill standards for quality, productivity, and customer satisfaction.

• Maintain composure when dealing with high volumes of interactions and intricate technical situations.

• Enhance product knowledge and improve technical troubleshooting capabilities.

⛳️ Requirements

• High School Diploma or GED.

• Minimum of 1 year of experience in customer service, technical support, call centers, or any other customer-facing roles.

• Excellent verbal communication and active listening skills.

• Ability to show empathy, patience, and sound judgment during customer interactions.

• Basic computer skills and a 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 procedures.

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

• Background in troubleshooting water filtration systems, plumbing products, mechanical equipment, or similar technical items.

• Familiarity with water filtration, water softening, reverse osmosis, plumbing components, or residential water systems.

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

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

• Knowledge of CRM systems, knowledge bases, or customer support technologies.

• Bilingual skills are an advantage.

🏝️ Benefits

• Eligibility for bonus opportunities.

• Overtime pay based on business requirements.

• Comprehensive and competitive health plans.

• Leading 401(k) program with company contributions.

• Discounts on products.

• Flexible time-off benefits.

• Adoption assistance.

• Employee Resource Groups (ERGs).

• Reasonable accommodations for individuals with disabilities.