Technical Customer Support Representative - Water Filtration at Fortune Brands Innovations in Cleveland, OH, United States

Job description

• 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.

Responsibilities

• 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.

Requirements

• High School Diploma or GED
• 1+ year of experience in customer service, technical support, call center, or another customer-facing environment.
• Strong verbal communication and active listening skills.
• Ability to demonstrate empathy, patience, and sound judgment.
• Basic computer proficiency and comfort learning new systems.
• Strong critical thinking and problem-solving abilities with an aptitude for troubleshooting.
• Ability to multitask while maintaining accuracy.
• Willingness to learn technical product details, water filtration systems, and support processes.
• Experience with water filtration, water treatment, plumbing, or related products and systems strongly preferred.
• Experience troubleshooting water filtration systems, plumbing products, mechanical equipment, or other technical products.
• Knowledge of water filtration, water softening, reverse osmosis, plumbing components, or residential water systems.
• Experience providing technical guidance or troubleshooting support to customers by phone, chat, or email.
• Experience working in a fast-paced, metrics-driven customer service or technical support environment.
• Familiarity with CRM systems, knowledge bases, or customer support technologies.
• Bilingual capabilities are a plus.

Skills

Preferred

• Bilingual capabilities are a plus.

Benefits

• Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $35,000 USD - $55,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.
• At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.
• Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water, outdoors and security. The Company makes innovative products for residential and commercial environments, with a growing focus on digital solutions and products that add luxury, contribute to safety and enhance sustainability. To learn more, visit our website at fbin.com.