Hybrid Water Heating Tech Support Specialist

U.S. Water Heating; O’Fallon (MO); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Rheem Water Heating in the United States seeks a Technical Support Representative I to provide frontline technical and customer support for Rheem Water Heating products. You will assist customers with product operation, installation guidance, troubleshooting, warranty inquiries, and parts identification while delivering an exceptional experience.

The role is based in O'Fallon, MO and follows a hybrid schedule on-site 2–4 days per week.

Qualifications

• High school diploma or GED required.
• Some experience in a customer service focused role; call center preferred.
• Ability to read, write, and comprehend technical instructions, correspondence, and product documentation.
• Ability to follow verbal and written instructions and apply technical information to customer situations.
• Basic ability to interpret wiring diagrams, schematics, and technical drawings.
• Strong problem-solving and troubleshooting skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong communication and customer service skills.
• Demonstrated ability to work effectively in a team environment.

Responsibilities

• Provide technical assistance to internal and external customers regarding product operation, maintenance, installation, and application.
• Assist customers with troubleshooting product issues by using established diagnostic and support processes.
• Identify and recommend replacement parts using product literature, parts breakdowns, and technical resources.
• Document customer interactions and technical support activities accurately within the ticketing system.
• Escalate complex technical issues, product concerns, and emerging trends to senior team members or management as appropriate.
• Support customers in a timely and professional manner to ensure a positive customer experience.
• Utilize technical manuals, wiring diagrams, installation instructions, and other resources to assist with problem resolution.
• Collaborate with team members and cross-functional partners to resolve customer issues.
• Participate in product and technical training to develop knowledge of Rheem products and support processes.
• Perform other duties as assigned.

Skills

Customer service

Technical troubleshooting

Communication

Team collaboration

Multitasking

Bilingual (English/Spanish)

Education

High school diploma or GED

Job description

Rheem Water Heating in the United States seeks a Technical Support Representative I to provide frontline technical and customer support for Rheem Water Heating products. You will assist customers with product operation, installation guidance, troubleshooting, warranty inquiries, and parts identification while delivering an exceptional experience.

The role is based in O'Fallon, MO and follows a hybrid schedule on-site 2–4 days per week.