Technical Support Agent – Water Heaters

full-time

Posted on: 9/18/2025

Origin: • 🇺🇸 United States • Tennessee

✨ AI Apply

Junior

About the role

Find innovative ways to respond to varying customer questions, issues, and concerns
Handle and carefully respond to all customer inquiries regarding warranty information and placing orders for parts
Troubleshoot water heaters
Provide excellent customer service through active listening
Work with confidential customer information and treat it sensitively
Aim to resolve issues on the first call by being proactive
Appropriately communicate with customers and calmly attempt to resolve and de-escalate any issues
Escalate interactions when necessary and appropriate
Track all call related information for auditing and reporting purposes
Provide feedback on call issues
Attend 30 days of onsite training at client site in Johnson City, TN then work 100% remote within the required radius

High School Diploma or equivalent
Minimum of 6 months of customer service experience
Must be 18 years of age or older
Ability to type at least 25 words per minute
Comfortable with desktop computer systems and general knowledge of Windows-based systems
Customer service and/or sales experience preferred
College degree preferred but not required
Process Excellence, Collaboration, Communication, Organizational Skills, Emotional Intelligence, Open-Mindedness, Critical Thinking, Solution-Oriented
Work from Home Requirements: minimum download 15.0 Mbps and upload 5.0 Mbps; ISP must have no packet loss and ping under 50ms; internet cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN; proof of internet speed required; clean and quiet workspace
Hires must reside within a 50-mile radius of Johnson City, TN
Willingness to attend 30 days of training at client site in Johnson City, TN