Technical Support Specialist - Water Filtration

Fortune Brands Innovations is an industry-leading home, security and digital products company. We’re advancing exciting innovations across our portfolio, which includes:
Moen, House of Rohl, Aqualisa, Spring Well, Therma-Tru, Larson, Fiberon, Master Lock, Sentry Safe and Yale residential.

At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential.

When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength.

Explore life at Fortune Brands here.

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.

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

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.

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

• 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.

• High School Diploma or GED
• 1+ year of experience in customer service,…