Technical & Warranty Support Rep I - IoT
About The Position
Fluidra is looking for a Technical & Warranty Support Rep I to join our team in Carlsbad, CA. WHAT YOU WILL CONTRIBUTE The Technical & Warranty Support Rep I provides troubleshooting and installation assistance, warranty support, and general customer service via phone, email and chat software in accordance with Fluidra’s warranty and service guidelines. Responsible for completed web-connected device troubleshooting and installation classes, in support of pool owner customers with technical product inquiries. Responsible for documenting all customer service interactions and processing orders for replacement parts as necessary. Additionally, you will: Provide support to pool owner customers for inquiries surrounding web-connected device (iAquaLink, etc) troubleshooting, installation, warranty processes and other Fluidra programs Review and authorize warranty service work to be performed by independent service companies Attend technical training classes in an effort to maintain current with troubleshooting of web connected products Work with other team members to help achieve overall department goals and tasks Other duties as assigned WHAT WE SEEK Must be able to work in a fast-paced environment and have the ability to multi-task. Must take direction well and follow instructions carefully, but also must be comfortable using common sense and personal judgment to help determine the validity of a warranty claim At least 6 months of “hands on” troubleshooting and/or repair experience desired Strong written and verbal communication skills
Requirements
- Call center experience, customer service experience, or equivalent background supporting customers.
- Must be able to type 40 WPM
- Possess a technical aptitude for routers, WiFi, cell phone applications, and computers.
Nice To Haves
- Experience in the pool and spa industry or related technical service environment.
- Call center experience in a technical or warranty support role.
- Familiarity with Oracle EBS or similar ERP/CRM systems.
- Proficiency with Microsoft Office tools (Outlook, Word, Excel).
Responsibilities
- Provide support to pool owner customers for inquiries surrounding web-connected device (iAquaLink, etc) troubleshooting, installation, warranty processes and other Fluidra programs
- Review and authorize warranty service work to be performed by independent service companies
- Attend technical training classes in an effort to maintain current with troubleshooting of web connected products
- Work with other team members to help achieve overall department goals and tasks
- Other duties as assigned
Benefits
- 2 weeks of paid vacation
- 9/80 work week schedule (EVERY OTHER FRIDAY OFF!)
- 11 paid Holidays
- Full range of health benefits including medical, dental & vision, short & long-term disability
- 401(K) matching (100% of first 3% contributed, 50% of the next 2%)
- Health and wellness programs / gym reimbursement
- Educational assistance up to $7,000 per year
- On-site self-service café / free gourmet coffee stations
- Company sponsored FUN events!
- Generous product discounts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
