Technical Support Analyst

Technical Support - Call Center

This exciting role as a Technical Support Analyst will be responsible for rendering assistance to customers in solving and diagnosing product service and installation problems for documented and undocumented issues.

What You'll Do

• Have a working knowledge of technical product specifications and water heater fundamentals and be able to communicate this information to the caller.
• Provide verbal and written technical assistance to customers having product service, installation, repair and general product questions, while recording and follow-up incoming calls on the company database.
• Exhibit a basic level of diplomacy in stressful situations while being adaptable to changes and creating goodwill with internal and external customers.
• Explain and interpret warranties to customers as they apply to products.
• Utilize system tools to determine water heater cross-references, sizes and types as requested by callers.

What You Need

• High school diploma or general education degree (GED)
• Basic computer data entry skills (will be assessed)
• Ability to read, write, and comprehend technical instructions, short correspondence, and memos
• Ability to carry out instructions furnished in written, oral, or technical diagram form
• Must have excellent problem solving skills for technical products or show a strong propensity for solving technical problems
• Must be able to work weekends, staggered shifts, and holidays

How To Stand Out

• Field experience servicing either electric or gas appliances--water heaters
• Customer service related experience in a call center providing technical support
• Bilingual in French/English or Spanish/English