Job description

• Provide technical support to sales representatives, installers, contractors, distributors, engineers and architects for purposes of educating and promoting company’s products.
• Troubleshoot water heater products and issues via the phone, being able to clearly detect problems and pinpoint accurate solutions to get the unit running properly.
• At the technical level, possess the ability to identify, research, and resolve contractor/end user installation and product use issues.
• Ability to clearly identify business vs. technical problems and either resolve or escalate appropriately.
• Enter product warranty information into the system and enter comprehensive notes into our system on every unit discussed.
• Follow-up with customer issues in a timely manner.
• Assist fellow technicians with high priority technical questions.
• Answer emails from company website in regards to product information and troubleshooting.
• May be asked or assigned to assist non-English speakers, speakers of other languages, or be part of a Spanish call queue.
• Complete any miscellaneous tasks/projects assigned by your supervisor.
• 1+ year of customer service, phone support and/or related experience plus a minimum of 1 year of technical troubleshooting experience
• High School Diploma or equivalent.
• Ability to articulate product information concisely to all levels of customers: end-user, contractor, distributer, engineers and architects.
• Strong customer service skills and team player
• Occasional job site visits for troubleshooting.
• Familiar with Microsoft Office applications, particularly Microsoft Outlook.
• Availability to work any of the 7 days a week (including Holidays), and be flexible to work additional overtime when deemed necessary by Supervisor.

Job Type: Full-time

Pay: $41,000.00 - $87,657.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Education:

• High school or equivalent (Preferred)

Experience:

• Customer support: 1 year (Preferred)
• Tankless Water Heater: 1 year (Preferred)

Work Location: One location

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