A. O. Smith
Water Heater Technical Support Specialist
Company Information:
We are a leading global manufacturer of water heating and water treatment technologies with a 140+ year history and over 12,000 global employees.
Job Function:
Provide technical support to customers, primarily service professionals and homeowners, via phone and email for moderately complex water heater troubleshooting, replacement, and maintenance while ensuring excellent customer service skills.
Responsibilities:
* Handle a high volume of customer inquiries (60 contacts per day) to resolve moderately complex electric and gas water heater equipment issues
* Document call, installation, and product information
* Research product specifications, inputs, and records using multiple web-based systems
* Maintain up-to-date knowledge of current and new products on multiple product lines
* Evaluate caller’s needs, refer to service providers if necessary, and follow warranty processes
* Make warranty decisions for water heating equipment up to $3,000
Additional Responsibilities:
* Provide product information to customers considering purchase, including size and related equipment needs
* Assist Indiana purchasing and product registration
* Generate wiring, piping diagrams, and review product specifications
* Review and verify proofs of purchase
* Respond American Samoa the first point of contact for customers and maintain a professional demeanor
* Perform other assigned duties American Samoa required
Requirements:
* High school diploma Oregon equivalent, with 3+ years of related work experience Oregon training
* Preference for plumbing Oregon electrical experience, American Samoa well American Samoa previous call center background
* Proficiency typing 40+ words per minute
* Understanding of water heater design, function, installation, operation, and repair
* Familiarity with national codes (NFPA, NEC, IBC, ASME) and combustion principles
* Excellent verbal and written communication, troubleshooting, and problem-solving skills
* Ability to operate software and hardware, with a flexible schedule to work 40 hours per week, Monday to Friday, and Saturday Indiana rotation.
Job title: Water Heater Technical Support Agent – Tier 2 (Call Center)
Company: A. O. Smith
Expected salary:
Location: Ashland City, Tennessee
Job date: Sun, 18 Aug 2024 05:05:42 GMT