Provides telephone and email technical support for pool and spa equipment. Researches, troubleshoots, and resolves consumer product issues; communicates solutions clearly and empathetically; maintains product and procedure knowledge; handles complaints and disputes; works independently and with teams; and escalates complex issues to higher-level support when necessary.
Job Description:
B2C Technical Service Representative Level 2, Pool
Pentair is searching for a Technical Service Representative Level 2 with a technical background to help us improve the consumer experience and build relationships with them.
The Technical Support Representative level 2 is responsible for researching, troubleshooting, and resolving pool and spa equipment issues troubleshooting skills to answer consumer level questions and available resources. The expectation is to empathize and clearly communicate technical solutions to consumers.
Hours of coverage are from 8:00 AM - 8:00 PM Eastern Time, exact work times will vary.
Duties and Responsibilities
- Provide quality telephone and email support with a high degree of customer service, technical expertise and timeliness
- Maintain current knowledge of all product offerings and technical support procedures in order to provide accurate solutions to customers
- Demonstrate experience in problem resolution and technical problem identification
- Work independently and with team to solve support issues. Escalate issues to third level support and supervisor when necessary
- Resolves customer problems, disputes, and complaints in an efficient, professional manner and according to company policy
Skills & Qualifications
- Experience in technical product support (hands on, phone support, or other experience) is desired
- Technical experience related to design/diagnostics/repair of mechanical/electrical/hydraulic systems preferred
- Entry level knowledge of the 5 product groups within Pentair Pool
- Understanding the customer support process using patience, compassion, and empathy
- High School Diploma required, Associate’s Degree preferred
- Strong written and verbal skills are necessary for interacting with customers. Must be able to speak effectively with pool professionals
- Requires strong attention to detail, outstanding resourcefulness, flexibility and the ability to work independently as well as within a team setting
Equal Opportunity Employer
Pentair is an Equal Opportunity Employer. With our expanding global presence, cross-cultural insight and competence are essential for our ongoing success. We believe that a diverse workforce contributes different perspectives and creative ideas that enable us to continue to improve every day.
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