Hybrid Technical Support Specialist - Water Heating

Rheem Manufacturing Company; Montgomery (AL); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Rheem Manufacturing Company is seeking a Technical Support Representative I to provide frontline technical and customer support for Rheem Water Heating products. You will assist customers with operation, installation guidance, troubleshooting, and warranty inquiries, while documenting interactions in our ticketing system.

This role supports Rheem North America in Montgomery, AL, operates in a hybrid model requiring on-site presence 2-4 days per week, and offers opportunities to grow through

Qualifications

• Minimum high school diploma or GED.
• Some customer service experience preferred, call center experience a plus.
• Ability to read, write and understand technical instructions and documentation.
• Ability to follow verbal and written instructions and apply technical information to customer situations.

Responsibilities

• Provide frontline technical and customer support for Rheem Water Heating products.
• Assist customers with operation, installation guidance, troubleshooting and warranty inquiries.
• Identify replacement parts and reference product literature for parts matching.
• Document customer interactions and technical support activities in the ticketing system.
• Escalate complex issues to senior team members or management as appropriate.
• Maintain a positive, timely and professional customer experience.
• Use wiring diagrams, installation instructions and technical resources to resolve problems.
• Collaborate with team and cross-functional partners to resolve issues.
• Participate in product and technical training to deepen Rheem product knowledge.
• Perform other duties as assigned.

Skills

Customer service

Call center

Troubleshooting

Technical reading

Education

High school diploma or GED

Job description

Rheem Manufacturing Company is seeking a Technical Support Representative I to provide frontline technical and customer support for Rheem Water Heating products. You will assist customers with operation, installation guidance, troubleshooting, and warranty inquiries, while documenting interactions in our ticketing system.

This role supports Rheem North America in Montgomery, AL, operates in a hybrid model requiring on-site presence 2-4 days per week, and offers opportunities to grow through