Technical Support Technician

Bradford White Corporation • Morrisville, NC

1d

About The Position

The Technical Support Technician provides customer service and technical support for FloLogic products in a fast-paced environment. The role supports end users, installing contractors, service and repair mechanics, wholesale and selling distributors, field Sales Representatives, and homeowners by responding to technical inquiries, troubleshooting issues, assisting with warranty claims, and helping deliver appropriate service solutions. The technician also supports sales and works with other departments to meet customer needs, and diagnoses and reconditions returned products to meet quality standards and perform optimally.

Requirements

• 2–3 years of experience in a technical or customer support role.
• High school diploma or equivalent.
• Exceptional customer service and problem-solving skills.
• Ability to learn and implement new ideas, concepts, and programs to improve department efficiency.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively with a team.
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
• Ability to prioritize and manage multiple projects or topics while delivering results.

Responsibilities

• Respond to and process technical phone calls and emails from end users, installing contractors, service and repair mechanics, wholesale and selling distributors, and field Sales Representatives.
• Troubleshoot difficult technical issues for internal and external customers.
• Review service cases and determine whether issues are site-related or component-related.
• Support the processing of warranty claims and ensure delivery of appropriate service solutions.
• Answer homeowner phone calls and emails and assist with problem resolution.
• Work with Shipping, Product, Warranty, and Tech Support departments to support customer needs.
• Provide internal and external sales support, including product cross-references and sizing.
• Diagnose and recondition returned products to meet quality standards and ensure optimal performance.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED