Remote Technical Support Specialist - Water Filtration

Fortune Brands; Florida; Remote; USD 37,000 - 45,000; Full time

Benefits offered by this job

Health benefits

401(k) with company contribution

Product discounts

Flexible time off

Job summary

Fortune Brands Innovations, a leading home, security and digital products company, is seeking a Technical Customer Service Representative for its Springwell brand. You’ll diagnose issues, guide customers through troubleshooting, and provide product support via phone, chat, and email from a fully remote location in the United States.

You will join a collaborative team, handling inquiries across systems and knowledge bases, while recording interactions and ensuring high-quality service.

Qualifications

• High School Diploma or GED required.
• 1+ year of experience in customer service, technical support, call center, or another customer-facing environment.
• Strong verbal communication and active listening skills.
• Ability to demonstrate empathy, patience, and sound judgment.
• Basic computer proficiency and comfort learning new systems.
• Strong critical thinking and problem-solving abilities with an aptitude for troubleshooting.
• Ability to multitask while maintaining accuracy.
• Willingness to learn technical product details, water filtration systems, and support processes.

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

Multitasking

Critical thinking

Patience

Teamwork

Education

High School Diploma or GED

Tools

CRM systems

Knowledge bases

Job description

Fortune Brands Innovations, a leading home, security and digital products company, is seeking a Technical Customer Service Representative for its Springwell brand. You’ll diagnose issues, guide customers through troubleshooting, and provide product support via phone, chat, and email from a fully remote location in the United States.

You will join a collaborative team, handling inquiries across systems and knowledge bases, while recording interactions and ensuring high-quality service.