Technical Customer Support Representative - Water Filtration

Accountabilities:: Provide technical customer support through inbound phone, chat, and email interactions, addressing product questions, installation guidance, maintenance needs, and troubleshooting requests. Gather relevant information from customers, diagnose issues, identify root causes, and determine appropriate solutions for water filtration systems and related products. Guide customers through clear, step-by-step troubleshooting and resolution processes while maintaining a professional, empathetic, and confident communication style. Participate in a collaborative rotation across phone, chat, and email channels to provide consistent customer coverage. Navigate multiple systems, technical resources, and knowledge bases simultaneously to research product information and resolve customer concerns efficiently. Accurately document customer interactions, troubleshooting steps, recommendations, and resolutions to maintain complete service records. Meet established expectations for service quality, productivity, accuracy, and customer satisfaction. Remain composed and professional when managing high interaction volumes, complex technical situations, or challenging customer conversations. Continuously develop product and technical knowledge to improve troubleshooting effectiveness and customer outcomes. Collaborate with team members and remain flexible with scheduled coverage during vacations, peak business periods, or special events. Requirements High school diploma or GED. At least 1 year of experience in customer service, technical support, call center operations, or another customer-facing environment. Strong verbal communication and active listening skills, with the ability to explain technical information in a clear and accessible way. Demonstrated empathy, patience, professionalism, and sound judgment when working with customers. Basic computer proficiency and the ability to learn and navigate new systems, tools, and knowledge bases. Strong critical-thinking and problem-solving skills, with a natural aptitude for troubleshooting. Ability to multitask across multiple systems and customer interactions while maintaining accuracy and attention to detail. Willingness and ability to learn technical product information, water filtration systems, and customer support processes. Experience with water filtration, water treatment, plumbing, or related products and systems is strongly preferred. Experience troubleshooting mechanical equipment, plumbing products, water filtration systems, or other technical products is advantageous. Knowledge of water filtration, water softening, reverse osmosis, plumbing components, or residential water systems is a plus. Experience providing technical guidance through phone, chat, or email is preferred. Experience in a fast-paced, metrics-driven customer service or technical support environment is beneficial. Familiarity with CRM systems, knowledge bases, and customer support technologies is preferred. Bilingual capabilities are a plus. Benefits Annual salary range of $37,000–$45,000 , with a broader hiring pay range of $35,000–$55,000 depending on factors such as experience, education, training, achievement, business needs, and location. Eligibility for bonus opportunities based on company and individual performance. Potential overtime pay based on business needs. Fully remote position available to candidates located within the United States. Primary scheduled shifts of 8:00 AM–5:00 PM ET or 9:00 AM–6:00 PM ET . Collaborative scheduling rotation across phone, chat, and email support channels. Comprehensive health and wellness benefits. Health plan options designed to support different employee needs. 401(k) retirement program with company contribution. Product discounts. Flexible time-off benefits. Adoption benefits. Employee Resource Groups supporting inclusion and belonging. Opportunities to develop technical expertise in water filtration, water treatment, plumbing, and residential water systems.