Electric and Gas Water Heater Technical Support Agent

7 days ago


Ashland, Ohio, United States A. O. Smith Corporation Full time
About the Role

We are seeking a highly skilled Water Heater Technical Support Agent to join our team at A. O. Smith Corporation. As a Technical Support Agent, you will be responsible for providing top-notch customer service to our customers, including homeowners and service professionals, in a fast-paced customer service center.

Key Responsibilities
  • Technical Support: Provide moderately complex technical/troubleshooting assistance, general product information, warranty assistance, and parts order processing for multiple product lines of water heaters.
  • Customer Service: Answer incoming calls and emails, as well as follow up on previous issues with customers, solving moderately complex electric and gas water heater equipment issues.
  • Documentation: Document call, installation, and product information.
  • Research: Research moderately complex product/part information, inputs/documents, and maintain/updates records using multiple web-based systems.
  • Product Knowledge: Remain educated and up to date on current and new products' technical aspects on multiple product lines of water heaters and related equipment.
  • Warranty Process: Assess caller's abilities and refer non-service professionals to service providers when needed while following warranty processes.
  • Financial Decisions: Make warranty related decisions for moderately complex water heating and related equipment.
Requirements
  • Education: High school diploma or GED in a related field.
  • Experience: 3+ years of related work experience or training.
  • Skills: 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.
  • Communication: Demonstrated proficient verbal and written communication skills. Demonstrated troubleshooting and problem-solving skills.
  • Availability: 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.
What We Offer

A competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.



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