Senior Technical Support & Escalations Specialist

Culligan Water; Rosemont (IL); Hybrid; USD 25,000 - 50,000; Full time

Benefits offered by this job

Medical benefits

401(k)

Paid time off

Job summary

Zip Water North America is seeking a Technical Customer Support Representative II to join our hybrid team. You will handle Level 2 diagnostics, coordinate service, and support contractors, dealers, and commercial clients.

As a mentor and SOP-driven professional, you will train Level 1 agents, promote Zip Care subscriptions, and lead complex cases from intake to resolution while keeping the customer at the center of every interaction.

Qualifications

• Associate degree or equivalent experience with technical training.
• 3-5 years in technical support or service operations.
• Experience with water systems, appliances, HVAC, plumbing, electrical, or mechanical systems is a plus.
• Proficiency with Salesforce CRM for case management.
• Experience mentoring junior staff preferred.
• Proven success promoting subscriptions or add-on sales.

Responsibilities

• Perform Level 2 diagnostics and resolve complex product issues.
• Act as primary escalation point for Level 1 agents.
• Provide expert support across phone, email, text, and video.
• Promote Zip Care and subscription services.
• Participate in SPIFF programs and product launches.
• Mentor Level 1 agents and assist with onboarding and training.
• Ensure SOP compliance and process excellence.
• Identify recurring issues and suggest improvements.
• Own complex or high-visibility cases from intake to resolution.
• Collaborate with Service Managers, Product, and Operations to improve service delivery.

Skills

Customer service

Troubleshooting

Communication

Mentorship

Problem solving

Education

Associate degree or equivalent

Tools

Salesforce

Job description

Zip Water North America is seeking a Technical Customer Support Representative II to join our hybrid team. You will handle Level 2 diagnostics, coordinate service, and support contractors, dealers, and commercial clients.

As a mentor and SOP-driven professional, you will train Level 1 agents, promote Zip Care subscriptions, and lead complex cases from intake to resolution while keeping the customer at the center of every interaction.