Technical Support Representative I

Responsibilities

• Provide technical assistance to internal and external customers regarding product operation, maintenance, installation, and application.
• Assist customers with troubleshooting product issues by using established diagnostic and support processes.
• Identify and recommend replacement parts using product literature, parts breakdowns, and technical resources.
• Document customer interactions and technical support activities accurately within the ticketing system.
• Escalate complex technical issues, product concerns, and emerging trends to senior team members or management as appropriate.
• Support customers in a timely and professional manner to ensure a positive customer experience.
• Utilize technical manuals, wiring diagrams, installation instructions, and other resources to assist with problem resolution.
• Collaborate with team members and cross-functional partners to resolve customer issues.
• Participate in product and technical training to develop knowledge of Rheem products and support processes.
• Perform other duties as assigned.

Qualifications

• High school diploma or GED required.
• Some experience in a customer service focused role. Call center experience preferred.
• Ability to read, write, and comprehend technical instructions, correspondence, and product documentation.
• Ability to follow verbal and written instructions and apply technical information to customer situations.
• Basic ability to interpret wiring diagrams, schematics, and technical drawings.
• Strong problem-solving and troubleshooting skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong communication and customer service skills.
• Demonstrated ability to work effectively in a team environment.
• Preferred Qualifications:
• 2+ years of customer service experience, preferably in a call center, technical support, or service-related environment.
• Experience supporting technical products, appliances, HVAC, water heating, plumbing, electrical systems, or related industries.
• Experience in troubleshooting mechanical, electrical, or electronic equipment.
• Field service, installation, maintenance, or repair experience.
• Bilingual in English/Spanish or English/French.
• As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors:
• Adapting
• Business Understanding
• Collaborating
• Communicating Effectively
• Continuously Improving
• Customer-Orientation
• Developing Self
• Focusing on Results
• Influencing
• Managing Relationships
• Managing Work
• Problem Solving & Decision Making
• #LI-MA #LI-Hybrid

Company