Technical Support Product Advisor

We’re Watts. Together, we’re reimagining the future of water.

We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.

What we do:

For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation — and we have a dynamic future ahead.​

Scope of 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. training for all new employees and all ongoing training from customer service, platform/application to technical support

This position reports to E-Commerce Channel Manager. This role is remote and is based in Fort Worth, TX

Primary Job Duties and 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 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)
• Travel Requirements: 0%

Required Qualifications

• 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.

General Applicable Company Competencies

• 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.

Working Conditions:

While performing the job duties, you will be working remotely in an office environment. You may be required to occasionally travel to and work in the office at the Fort Worth location for meetings, trainings, or as otherwise required by Company management.

Physical Requirements: Specific physical abilities required for this position include, but are not limited to:

• Ability to remain seated at a desk or workstation for extended periods.
• Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
• Ability to physically move around the office, organize or transport files, packages, or other office-related materials.
• Ability to read documents, use a computer, and perform data entry tasks.
• Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.
• Ability to operate standard office equipment such as computers, printers, phones, and copiers.
• Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.

Pay Range:

The expected salary range for this position is $22.85 - $24.20 an hour. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law.

Nothing in this job description restricts Watts’ right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is “at will,” which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason.

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Watts in it for you:

Please note that the following benefits apply only to permanent roles and do not apply to internship roles.

• Competitive compensation based on your skills, qualifications and experience
• Comprehensive medical and dental coverage, retirement benefits
• Family building benefits, including paid maternity/paternity leave
• 10 paid holidays and Paid Time Off
• Continued professional development opportunities and educational reimbursement
• Additional perks such as fitness reimbursements and employee discount programs
• Learn more about our benefit offerings here: https://tapintowattsbenefits.com/

How we work:

At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.

And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.

Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.