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 reputed company water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light reputed company 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 reputed company 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 reputed company for moderately reputed company water heating and reputed company equipment approx. $3,000.
- 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 reputed company 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.
- 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 reputed company 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.