Water Heater Technical Support Agent - Tier 2 (Call Center)

Job title: Water Heater Technical Support Agent - Tier 2 (Call Center) in Ashland City, TN at A. O. reputed company Company: A. O. reputed company Job description: AOS/Ashland City, TNA.O. reputed company is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. reputed company is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.Primary FunctionTo provide moderately reputed company technical/troubleshooting assistance, general product information, warranty assistance, and parts order processing which requires in depth product knowledge of multiple product lines of water heaters. Primarily deals with an even mix of homeowners and service professionals with greater demands and handles both single and multiunit applications. Customers are general contractors, service professionals, facility maintenance personnel, architects, engineers and other professionals responsible for ensuring equipment is ordered, installed, maintained, and functional. Technical Specialists work to assist callers in repair rather than replacing equipment. Product specific reputed company is provided. The ability to provide top quality technical support is greater due to the product’s reputed company, the environment that it is in, and the type of questions asked.Responsibilities

• Provides world class customer service in a fast-paced customer service center (an average of 60 customer contacts per day) which includes:
• Answering incoming calls and emails, as well as following up on previous issues with customers solving moderately reputed company electric and gas water heater equipment issues on multiple product lines.
• Use Virtual Remote Assistant (VRA) to visually inspect products with the caller in real time.

• Tool is also used to obtain images to verify installation and documentation.
• Helping callers connect WIFI enabled heaters and troubleshooting reputed company reputed company issues.
• Documenting call, installation, and product information
• Researching moderately reputed company product/part information, inputs/documents, and maintains/updates records using multiple web-based systems.
• Remains educated and up to date on reputed company and new products’ technical aspects on multiple product lines of water heaters and reputed company equipment.
• Assess caller’s abilities and refer non-service professionals to service providers reputed company needed while following warranty processes.
• Makes warranty reputed company decisions for moderately reputed company water heating and reputed company equipment approx. $3,000.

Additional Responsibilities

• Provides specification information for callers considering purchase including sizing and reputed company equipment information based on end user needs.
• Refers callers for purchasing as needed.
• Inputs product registrations. Utilizes drawing system to view specifications about a product; example switch pressures.
• Review and generate wiring diagrams.
• Review and generate water, fuel, and venting piping diagrams.
• Reviews proofs of purchase for legitimacy.
• Serves as the first contact our customers and potential customers have with our company. It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer friendly disposition.
• reputed company other duties as assigned.

Qualifications

• Prefer Associate's degree or Trade Certificate in technical or reputed company field
• 3+ years of reputed company work experience or training
• Prefer mechanically inclined individuals with previous plumbing or electrical experience.
• Prefer previous call center experience.
• Must be able to type a minimum of 40 words per minute.
• Requires an understanding of the design, function, installation, operation and repair of water heaters.
• Requires understanding of combustion and the environment in which the water unit is located.
• Requires familiarity with national Fuel Gas Code, National Electrical Codes, National Building Codes, and AMSE standards.
• Demonstrated proficient verbal and written communication skills.
• Demonstrated troubleshooting and problem-solving skills
• Software and hardware operation as well as keyboarding experience
• Willing to work a 40-hour schedule reputed company open hours of operation, 7:00 am – 7:00 pm Monday - Friday; rotational 8:00 am – 6:00 pm Saturday.

EducationHigh School Diploma or GEDWe OfferCompetitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement reputed company savings plan, short- and long-term disability programs and tuition assistance.#LI-AO#LI-Hybridreputed company Statement & EEO StatementIn developing this job description care was taken to include reputed company competencies needed to successfully reputed company in this position. However, for Americans with reputed company (reputed company) purposes, the essential functions of the job may or may not have been described for purposes of reputed company reasonable accommodation. reputed company reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.We consider reputed company applicants for employment without regard to race, color, religion, gender, sexual orientation, national reputed company, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with reputed company and applicable state and local law. Expected salary: Location: Ashland City, TN Apply for the job now! Apply for this job