Technical Support Specialist delivering technical support for legal case management software in a hybrid working model. Collaborating with internal teams and customers to resolve software and configuration issues.
About the role
- Waterworks Plumbing Technical Support Advisor providing expert support on plumbing products and services. Building relationships with clients while managing ticketing and call queue systems in a hybrid role.
Responsibilities
- Act as the first point of phone contact on a phone queue for technical support inquires for plumbing and all other Waterworks product offerings
- Use incident management system to capture and track client contact, product, order, and issue information
- Research warranty statuses, place orders, and collect payment appropriately
- Assist in documenting issues, quality trends, and history spreadsheets
- Assist in the management and creation of installation guidelines and care and maintenance protocols
- Initiate and manage product return process where appropriate
- Data collection and audit of existing product information
- Work with Product Development & Engineering teams on product design feedback as necessary
- Anticipate challenges of managing special projects to provide proactive support as needed
- Provide onsite proactive support in the installation of Waterworks product, documenting site visit reports upon completion
- Escalation point for pre, present and post installation for designated special projects
- Partner with sales, quality control, and product development in the resolution of installation and product quality issues
- Identify and develop relationships with proposed preferred plumbers
- Other projects and tasks as assigned
Requirements
- 5 years’ experience hand-on plumbing sales or installation; journeyman or master plumber
- Sales, customer service and/or administrative support experience
- Solid knowledge of advanced plumbing concepts/principles, functionality, and installations
- Ability to work in a fast paced environment and be able to manage multiple priorities
- Excellent communication skills, both verbal and written within luxury brand guidelines
- Superior customer service skills
- Familiarity with technical drawings and installations guidelines
- Excellent computer proficiency including MS Office (Word, Excel, PowerPoint)
- Able to understand and learn new technologies quickly
- High end residential installation experience preferred
- Require travel up to 40% to corporate office/job sites
Benefits
- medical/dental/vision
- 401k retirement savings plan
- generous PTO program (vacation, personal and sick time)
- summer half days
- volunteer day
- observes at least 8 federal holidays and a floating holiday
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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