Technical Support & Product Specialist (HVAC/Plumbing)

Zip Water North America; Rosemont (IL); Hybrid; USD 65,000 - 85,000; Full time

Job summary

Zip Water North America is seeking a Technical Product Customer Support Representative II // Product Specialist (Heating / Plumbing / HVAC / Electrical). This hybrid role focuses on advanced diagnostics and direct customer interactions across phone, email, text, and video to support consumers, contractors, dealers, and commercial clients.

The ideal candidate has 3–5 years in technical support or service operations, with experience in water systems, HVAC, plumbing, electrical, or mechanical

Qualifications

• Associate degree or equivalent required; technical certifications or product-specific training preferred.
• 3-5 years in technical support, service operations, or related environments; water systems/HVAC/plumbing/electrical/mechanical experience preferred.
• Proficient with Salesforce CRM including case management & reporting.
• Experience mentoring/training junior staff is a plus.
• Proven track record promoting subscriptions or service plans in a consultative manner.
• Strong SOP compliance and low error rates.

Responsibilities

• Advanced Level 2 diagnostics and troubleshooting of complex product issues.
• Primary escalation point for Level 1 agents with timely resolutions.
• Expert-level support across phone, email, text and video channels.
• Promote Zip Care and subscription services with a consultative approach.
• Engage in SPIFF programs, product launches and company initiatives.
• Mentor Level 1 agents, assist with onboarding and training.

Skills

Customer Focus

Troubleshooting

Analytical

Communication

Team Player

Detail Oriented

Education

Associate degree or equivalent

Tools

Salesforce CRM

Job description

Zip Water North America is seeking a Technical Product Customer Support Representative II // Product Specialist (Heating / Plumbing / HVAC / Electrical). This hybrid role focuses on advanced diagnostics and direct customer interactions across phone, email, text, and video to support consumers, contractors, dealers, and commercial clients.

The ideal candidate has 3–5 years in technical support or service operations, with experience in water systems, HVAC, plumbing, electrical, or mechanical