Technical Customer Support Representative - Water Filtration

As a Technical Customer Service Representative at our Springwell brand, you will be the trusted expert customers rely on to answer product questions, troubleshoot technical issues, and provide guidance related to water filtration systems and related products. Through inbound phone, chat, and email interactions, you will diagnose problems, guide customers through troubleshooting steps, and identify the right solution to deliver a positive and confident customer experience.

This role requires strong communication skills, technical aptitude, and the ability to make sound decisions while working across multiple systems and resources. You will assess each customer's situation, identify root causes, and provide accurate, easy-to-understand guidance that supports Springwell's commitment to exceptional customer service.

POSITION LOCATION: This is a fully remote position open to candidates located within the United States.

SHIFT INFORMATION: This position primarily supports customers during scheduled shifts of 8:00 AM–5:00 PM ET or 9:00 AM–6:00 PM ET. Team members also participate in a collaborative rotation supporting customer inquiries through phone, chat, and email channels. Occasional schedule flexibility may be required to provide coverage during vacations, peak business periods, or special events.

COMPENSATION: The salary range for this position is $37,000–$45,000 annually, plus eligibility for bonus opportunities and overtime pay based on business needs.

What You Will Do:

• Technical Customer Support - Assist customers with technical questions, troubleshooting, installation guidance, product maintenance, and support requests through inbound interactions.
• Issue Diagnosis - Gather information, identify root causes, and evaluate potential solutions related to water filtration systems and associated products.
• Troubleshooting Guidance - Walk customers through step-by-step troubleshooting and resolution processes using clear, professional communication.
• Multi-Channel Support - Participate in a collaborative team rotation supporting customer inquiries through phone, chat, and email channels.
• System Navigation - Use multiple systems, tools, and knowledge bases simultaneously to research, diagnose, and resolve customer concerns.
• Documentation - Accurately record customer interactions, troubleshooting activities, and resolutions to maintain complete service records.
• Quality Service Delivery - Meet expectations for quality, productivity, and customer satisfaction.
• Professionalism Under Pressure - Maintain composure while managing high interaction volumes and complex technical situations.
• Continuous Learning - Expand product knowledge and strengthen technical troubleshooting skills to improve customer outcomes.