A. O. Smith Corporation · 12 hours ago
Water Heater Technical Support Agent - Tier 2 (Call Center)
Ashland City, TN
Full-time
Hybrid
Mid Level
3+ years expA. O. Smith Corporation is a global leader in manufacturing water heating equipment and solutions. The Water Heater Technical Support Agent - Tier 2 role involves providing technical assistance and product information to customers, primarily homeowners and service professionals, addressing complex water heater issues, and ensuring customer satisfaction through effective communication.
SustainabilityConsumer GoodsManufacturingConsumer ElectronicsWater Purification
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 complex 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
Helping callers connect WIFI enabled heaters and troubleshooting related connection issues
Documenting call, installation, and product information
Researching moderately complex product/part information, inputs/documents, and maintains/updates records using multiple web-based systems
Remains educated and up to date on current and new products’ technical aspects on multiple product lines of water heaters and related equipment
Assess caller’s abilities and refer non-service professionals to service providers when needed while following warranty processes
Makes warranty related decisions for moderately complex water heating and related equipment approx. $3,000
Provides specification information for callers considering purchase including sizing and related equipment information based on end user needs
Refers callers for purchasing as needed
Qualification
Required
Two-year certificate from college or technical school
High school diploma or GED in related field will be considered with equivalent field experience
3-5 years of related work experience or training; or equivalent combination of education and 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 within open hours of operation, 7:00 am – 7:00 pm Monday - Friday; rotational 8:00 am – 6:00 pm Saturday
Preferred
Prefer mechanically inclined individuals with previous plumbing or electrical experience
Prefer previous call center experience
Prefer experience working with Heat Pump applications in appliances
Prefer experience working with tankless water systems and commercial systems
Benefits
Medical and dental insurance
Company-sponsored life insurance
Retirement security savings plan
Short- and long-term disability programs
Tuition assistance
Company
A. O. Smith Corporation
Celebrating its 150th year of business, A. O.
10001+ employees
H1B Sponsorship
A. O. Smith Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (6)
2023 (7)
2022 (5)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Melissa Scheppele
CIO SVP Information Technology
Peter Martineau
Senior Vice President - CIO
Company data provided by crunchbase