Customer Support Associate - Tier 2

Water Pumps Technical Support Associate - DAB Pumps - Ladson, SCSummary Description:Responsible for providing high-level product-specific technical information and support to customers. Advises and recommends solutions to customers while presenting additional products and services as warranted.Hours: Monday-Friday, 10am to 7pm ESTPlease note we are open to someone being remote for this position if they have technical acumen in the water pumps space. Otherwise, the role is located at our US HQ in Ladson, SC.Main Responsibilities:Provides technical support and troubleshooting for product lines through e-mail and phone to internal and/or external customersInteracts directly with clients/customers to resolve technical issues in a timely manner; uses knowledge and expertise to discern appropriate solutionsAssists customers in implementing products and advises on their proper useAcquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers; records these resolutions for general useTracks open customer issues and communicates the status to customersOrder/determine replacement parts neededCompetencies & Skills:Applies excellent judgment skills to properly evaluate situations and immediately provide effective solutionsEffectively communicates information and responds to questions with vendors, internal and external customers, and other employees of the organizationReads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manualsWrites routine reports and correspondenceDeals with problems involving several known variables in situations of complex natureUses noncomplex and complex machines and equipmentProficient in relevant computer applications and ability to maneuver multiple systems at a timeAbility to handle stressful situations appropriatelyEducation & Experience:High school diploma or equivalent requiredAssociate degree in electrical engineering, mechanical engineering, or a related field preferredThree to five years of experience in technical, product-focused customer service practices and principlesWorking knowledge of water pumps, HVAC systems or plumbing highly preferredDAB PUMPS is an equal opportunity employer and encourages workforce diversity.If you share your CV/resume and personal details with DAB PUMPS, we will hold them for 12 months in accordance with our Privacy Policy - https://www.dabpumps.com/en/careers - and use them to contact you for this or other relevant opportunities at DAB PUMPS.