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Waterworks · 6 hours ago

Technical Support Advisor

Danbury, CT

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Waterworks is a company that has been enhancing the bath and kitchen experience for over 40 years with their exquisite products. The Technical Support Advisor will provide expert support for plumbing products, manage product support inquiries, and act as a service ambassador to maintain relationships with contractors and installers.

Building MaterialManufacturing

Responsibilities

Act as the first point of phone contact on a phone queue for technical support inquires for plumbing and all other Waterworks product offerings

Use incident management system to capture and track client contact, product, order, and issue information

Research warranty statuses, place orders, and collect payment appropriately

Assist in documenting issues, quality trends, and history spreadsheets

Assist in the management and creation of installation guidelines and care and maintenance protocols

Initiate and manage product return process where appropriate

Data collection and audit of existing product information

Work with Product Development & Engineering teams on product design feedback as necessary

Anticipate challenges of managing special projects to provide proactive support as needed

Provide onsite proactive support in the installation of Waterworks product, documenting site visit reports upon completion

Escalation point for pre, present and post installation for designated special projects

Partner with sales, quality control, and product development in the resolution of installation and product quality issues

Identify and develop relationships with proposed preferred plumbers

Other projects and tasks as assigned

Qualification

Plumbing knowledgeCustomer serviceTechnical supportSales experienceMS Office proficiencyMultitaskTechnical drawingsLearning new technologiesHigh end installation experienceCommunication