Technical Support Agent - Water Heaters - Remote - Training on-site
About The Position
TP is hiring a Technical Support Agent to handle customer inquiries related to water heaters. The role fields questions, issues, and concerns, provides customer service through active listening, and aims to resolve issues on the first call. Agents handle confidential customer information sensitively, communicate appropriately, de-escalate issues, escalate interactions when needed, track call information for auditing and reporting, and provide feedback on call issues. The position is based in the Bristol, Tennessee area, and hires must live within 50 miles of Bristol. Work is remote after on-site training. Remote work requires a clean, quiet workspace and qualifying internet service: at least 15 Mbps subscribed download and 5 Mbps upload, no packet loss, and ping under 50 ms. Satellite, mobile-data hotspots, peer-to-peer, and VPN connections are not permitted; proof of internet speed is required. TP describes its environment as collaborative and engaging and says it is committed to inclusion, diversity, employee well-being, and work-life balance.
Requirements
- High school diploma or equivalent.
- At least 6 months of customer service experience.
- Must be 18 years of age or older.
- Ability to type at least 25 words per minute.
- Comfort with desktop computer systems and general knowledge of Windows-based systems.
- Ability to meet the stated work-from-home internet requirements, including providing proof of internet speed.
- Must reside within 50 miles of Bristol, Tennessee.
- Ability to work within a structured schedule that includes a variety of shifts.
Nice To Haves
- Customer service and/or sales experience preferred.
- College degree preferred but not required.
Responsibilities
- Handle and carefully respond to customer inquiries.
- Provide excellent customer service through active listening.
- Work with confidential customer information and treat it sensitively.
- Aim to resolve issues on the first call by being proactive.
- Communicate appropriately with customers.
- Calmly attempt to resolve and de-escalate issues.
- Escalate interactions when necessary and appropriate.
- Track call-related information for auditing and reporting purposes.
- Provide feedback on call issues.
Benefits
- Paid training
- Competitive wages
- Medical, dental, and vision benefits
- 401(k)
- Paid time off
- Employee wellness and engagement programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
