Technical Support Product Advisor

Watts Water•Fort Worth, TX

5d•Remote

About The Position

As the Technical Support Product Advisor, you will provide customer service and product support to homeowners of our products. You will be the primary contact, assisting homeowners with inquiries, troubleshooting issues, and ensuring satisfaction with our services. Your expertise and attention to detail will help deliver a seamless customer experience. This role includes training for all new employees and all ongoing training from customer service, platform/application to technical support. This position reports to the E-Commerce Channel Manager. This role is remote and is based in Fort Worth, TX.

Requirements

High School Diploma or equivalent, associate degree.
2+ years of applicable experience.
Experience with Magento, Tidio Live Chat, Chat Bot, ticketing System or related e-commerce and CRM platforms.
Experience with order entry and expediting orders required.
Experience with SAP systems regarding stock levels, stock location, order management, price/availability checks or similar.
Creative and adaptable, with the ability to troubleshoot abstract concepts, find solutions and connect the dots in an agile work environment.
Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable.
Must successfully establish employment eligibility and satisfactorily complete background checks and required pre-employment testing as a condition of employment.
Commitment to Watts’ values of integrity, accountability, continuous improvement and innovation, and transparency.
Punctuality and dependability.
Ability to be flexible and adapt to changing work priorities and stressful conditions.
Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.
Maintain productive and collaborative relationships with other Watts employees.
Adherence to Watts’ seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.

Responsibilities

Assist with customer service activities including order entry, sales, and account reconciliation.
Diagnose and resolve customer inquiries, concerns, and issues via phone, e-mail, & social media.
Provide phone and email-based troubleshooting assistance to homeowners and plumbers on water filtration products.
Maintain working knowledge and expertise of products and services.
Assist customers by solving customer disputes promptly.
Ability to see challenges from the customer's point of view, coupled with a passion to help.
Assist customers/end users with questions on product installation, maintenance, usage, and support; prioritize and respond to support requests.
Identify opportunities to cross-sell additional products and services to customers based on their needs.
Assume responsibility for other projects and duties as assigned by E-Commerce Channel Manager or Company management.
Responsibility directly tied to Watts Value (Integrity, Accountability, Continuous Improvement, Transparency)