Technical Customer Service

Position :
Technical Product Customer Support Representative II // Product Specialist (Heating / Plumbing / HVAC / Electrical)

Location: Hybrid

Role Overview: At Zip Water North America, we are an emerging force in the multi-function tap industry, dedicated to delivering not only high-quality products but also unparalleled service. As we scale, we seek dynamic, hands-on professionals to help us enhance our Technical service operations and exceed customer expectations.

The Technical Customer Support Representative II serves as an advanced technical product resource and escalation point within the customer support organization.
This role manages complex customer interactions across phone, email, text, and video while providing expert support to consumers, contractors, dealers, and commercial clients. Through advanced troubleshooting, service coordination, and technical product guidance (HVAC, Electrical, Plumbing, circuit boards etc), this position helps ensure exceptional customer experience and reinforces the company's brand standards.

This role would be ideally suited to someone who has worked in Field Service or in a hands on role requiring knowledge of repairs, troubleshooting and installations of appliances or equipment who is looking for the security and stability of an office based, non seasonal role.

In addition to frontline support responsibilities, the Technical Customer Support Representative II demonstrates a high level of product knowledge, process expertise, and operational excellence. This role serves as a mentor and role model forteam members, supports training and knowledge-sharing initiatives, and assists with the successful execution of standard operating procedures. The position proactively identifies trends, resolves escalated issues, contributes to continuous improvement initiatives, and supports the growth of service, maintenance, and subscription-based offerings.

Through technical expertise and leadership, by example, this role enhances team performance, customer satisfaction, and organizational effectiveness.

• Advanced Troubleshooting & Diagnostics — Perform Level 2 technical diagnostics, resolve complex product issues.
• Escalation Management — Serve as the primary escalation point for Level 1 agents, ensuring timely, accurate, and customer-focused resolutions.
• Mastery of Communication Channels — Demonstrate expert-level phone, email, text, and video support skills, modeling best practices for the team.
• Sales Mindset & Subscription Growth — Consistently promote Zip Care, subscription services, refills, and installation offerings with a consultative, value-driven approach.
• Participation in SPIFFs & Initiatives — Actively engage in SPIFF programs, product launches, and company initiatives to support organizational goals.
• Training & Mentorship — Serve as a role model for Level 1 agents, assisting with onboarding, coaching, and reinforcing best practices.
• Process Excellence & SOP Compliance — Execute all SOPs with zero errors, ensuring consistency, accuracy, and compliance across all workflows.
• Proactive Issue Identification — Anticipate customer needs, identify recurring issues, and recommend improvements to processes, documentation, or product experience.
• Case Leadership — Own complex or high-visibility cases from intake through resolution, ensuring clear communication and customer satisfaction.
• Cross-Functional Collaboration — Work closely with Service Managers, Product, and Operations teams to resolve systemic issues and improve service delivery.

To perform the job successfully, an individual should demonstrate the following competencies in this position:
Customer Focus, Accountable, Resourcefulness, Organizational/Planning, Team Player,…