Technical Customer Service Representative II

Zip Water North America•Rosemont, IL

2d•$65,000 - $85,000•Hybrid

About The Position

At Zip Water North America, we are an emerging force in the multi-function tap industry, dedicated to delivering not only high-quality products but also unparalleled service. As we scale, we seek dynamic, hands-on professionals to help us enhance our Technical service operations and exceed customer expectations. The Technical Customer Support Representative II serves as an advanced technical resource and escalation point within the customer support organization. This role manages complex customer interactions across phone, email, text, and video while providing expert support to consumers, contractors, dealers, and commercial clients. Through advanced troubleshooting, service coordination, and technical guidance, this position helps ensure exceptional customer experience and reinforces the company's brand standards. In addition to frontline support responsibilities, the Technical Customer Support Representative II demonstrates a high level of product knowledge, process expertise, and operational excellence. This role serves as a mentor and role model for team members, supports training and knowledge-sharing initiatives, and assists with the successful execution of standard operating procedures. The position proactively identifies trends, resolves escalated issues, contributes to continuous improvement initiatives, and supports the growth of service, maintenance, and subscription-based offerings. Through technical expertise and leadership, by example, this role enhances team performance, customer satisfaction, and organizational effectiveness.

Requirements

Associate degree or equivalent years of experience required; additional technical certifications or product-specific training preferred.
3-5 years of experience in technical support, service operations, product troubleshooting, or related technical service environments; experience with water systems, appliances, HVAC, plumbing, electrical, or mechanical systems preferred.
Demonstrated advanced troubleshooting and diagnostic ability across the company's product lines.
Proficiency with Salesforce CRM, including case management and reporting.
Prior experience mentoring or training junior staff preferred.
Proven success promoting subscriptions, service plans, or add-on sales in a consultative manner.
Strong track record of SOP compliance and low error rates.

Nice To Haves

Additional technical certifications or product-specific training preferred.
Experience with water systems, appliances, HVAC, plumbing, electrical, or mechanical systems preferred.

Responsibilities

Perform Level 2 technical diagnostics and resolve complex product issues.
Serve as the primary escalation point for Level 1 agents, ensuring timely, accurate, and customer-focused resolutions.
Demonstrate expert-level phone, email, text, and video support skills, modeling best practices for the team.
Consistently promote Zip Care, subscription services, refills, and installation offerings with a consultative, value-driven approach.
Actively engage in SPIFF programs, product launches, and company initiatives to support organizational goals.
Serve as a role model for Level 1 agents, assisting with onboarding, coaching, and reinforcing best practices.
Execute all SOPs with zero errors, ensuring consistency, accuracy, and compliance across all workflows.
Anticipate customer needs, identify recurring issues, and recommend improvements to processes, documentation, or product experience.
Own complex or high-visibility cases from intake through resolution, ensuring clear communication and customer satisfaction.
Work closely with Service Managers, Product, and Operations teams to resolve systemic issues and improve service delivery.