Technical Support Specialist – Water Filtration

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

📋 Description

• Provide assistance to customers concerning technical inquiries, troubleshooting, installation guidance, product maintenance, and support requests through various inbound interactions.

• Collect information, identify underlying issues, and assess potential solutions related to water filtration systems and their associated products.

• Guide customers through detailed troubleshooting and resolution steps.

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

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

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

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

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

• Enhance product knowledge and improve technical troubleshooting capabilities.

⛳️ Requirements

• High School Diploma or GED equivalent.

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

• Excellent verbal communication and active listening skills.

• Ability to exhibit 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.

• Capacity to multitask while ensuring accuracy.

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

• Preference for candidates with experience in water filtration, water treatment, plumbing, or related products and systems.

• Experience in troubleshooting water filtration systems, plumbing products, mechanical equipment, or other technical products.

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

• Experience in delivering technical guidance or troubleshooting assistance to customers via phone, chat, or email.

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

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

• Bilingual abilities are considered a plus.

• Applicants must reside within the United States.

🏝️ Benefits

• Opportunities for bonuses.

• Overtime pay based on business requirements.

• Comprehensive health insurance plans.

• Leading market 401(k) program with company contributions.

• Discounts on products.

• Flexible time-off policies.

• Benefits for adoption.

• Employee Resource Groups (ERGs).

• Reasonable accommodations provided.

• Option for remote work arrangements.