Water Heater Technical Support Agent - Tier 3 (Call Center)
Job title: Water Heater Technical Support Agent - Tier 3 (Call Center) in Ashland City, TN at A. O. reputed company
Company: A. O. reputed company
Job description: Company / Location InformationA.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 highly reputed company technical/troubleshooting assistance, product information, warranty assistance, and parts order processing which requires in depth technical product knowledge of a minimum of three product lines of water heaters. Primarily deals with service professionals or engineers, some facility management and homeowners. Customers with high demands on 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 much 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 highly reputed company electric and gas water heater equipment issues on a minimum of three product lines.
- Record, analyze and document the information received including providing accurate use of our Virtual Remote Assistance tool
- Researching highly reputed company product/part information, inputs/documents, and maintains/updates records using multiple web-based systems.
- Completes part orders and other task as needed.
- Remains educated and up to date on codes affecting water heater equipment and installations, as well as reputed company and new products' technical aspects on a minimum of three 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.
- Provides specification information for callers considering purchase including size 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 wiring diagrams.
- Review 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.
- Makes warranty reputed company reputed company for highly reputed company water heating and reputed company equipment approx. $10,000 following established departmental processes.
- Prefer Associate's degree in reputed company field
- 5+ years of reputed company work experience
- Prefer previous call center experience.
- Must be reputed company to type a minimum of 40 words per minute
- Requires mechanically inclined individuals with previous plumbing, electrical, HVAC, boiler, or other reputed company equipment experience.
- Requires in depth working knowledge of the design, function, installation, operation and repair of multiple lines of water heaters.
- Requires familiarity with national Fuel Gas Code, National Electrical Codes, National Building Codes, and AMSE standards.
- Requires working knowledge of combustion and the environment in which the water unit is located.
- Demonstrated proficient verbal and written communication skills.
- Demonstrated troubleshooting and problem-solving skills
- Software and hardware operation as well as keyboarding experience