Remote Tech Support Pro – Water Filtration

Fortune Brands Innovations, Inc.; Northern (KY); Hybrid; USD 37,000 - 45,000; Full time

Benefits offered by this job

Health plans

401(k) plan

Product discounts

Flexible time off

Adoption benefits

Job summary

Fortune Brands Innovations is seeking a Technical Customer Support Representative for the Springwell brand to diagnose issues, guide customers through troubleshooting, and provide reliable product guidance on water filtration systems. This fully remote role supports inbound inquiries via phone, chat, and email, adhering to high service standards.

The position requires a High School Diploma or GED and 1+ year in customer service or technical support, with strong communication and empathy.

Qualifications

• High School Diploma or GED.
• 1+ year of experience in customer service, technical support, call center, or another customer-facing environment.
• Strong verbal communication and active listening skills.

Responsibilities

• Technical Customer Support - Assist customers with technical questions, troubleshooting, installation guidance, product maintenance, and support requests through inbound interactions.
• Issue Diagnosis - Gather information, identify root causes, and evaluate potential solutions related to water filtration systems and associated products.
• Troubleshooting Guidance - Walk customers through step-by-step troubleshooting and resolution processes using clear, professional communication.
• Multi-Channel Support - Participate in a collaborative team rotation supporting customer inquiries through phone, chat, and email channels.
• System Navigation - Use multiple systems, tools, and knowledge bases simultaneously to research, diagnose, and resolve customer concerns.
• Documentation - Accurately record customer interactions, troubleshooting activities, and resolutions to maintain complete service records.
• Quality Service Delivery - Meet expectations for quality, productivity, and customer satisfaction.
• Professionalism Under Pressure - Maintain composure while managing high interaction volumes and complex technical situations.
• Continuous Learning - Expand product knowledge and strengthen technical troubleshooting skills to improve customer outcomes.

Skills

Verbal communication

Active listening

Empathy

Problem-solving

Education

High School Diploma or GED

Tools

CRM systems

Knowledge bases

Job description

Fortune Brands Innovations is seeking a Technical Customer Support Representative for the Springwell brand to diagnose issues, guide customers through troubleshooting, and provide reliable product guidance on water filtration systems. This fully remote role supports inbound inquiries via phone, chat, and email, adhering to high service standards.

The position requires a High School Diploma or GED and 1+ year in customer service or technical support, with strong communication and empathy.