Customer Support Associate - Tier 2

Water Pumps Technical Support Associate - DAB Pumps - Ladson, SC Summary Description: Responsible for providing high-level product-specific technical information and support to customers. Advises and recommends solutions to customers while presenting additional products and services as warranted. Hours: Monday-Friday, 10am to 7pm EST Please note we are open to someone being remote for this position if they have technical acumen in the water pumps space . Otherwise, the role is located at our US HQ in Ladson, SC. Main Responsibilities: Provides technical support and troubleshooting for product lines through e-mail and phone to internal and/or external customers Interacts directly with clients/customers to resolve technical issues in a timely manner; uses knowledge and expertise to discern appropriate solutions Assists customers in implementing products and advises on their proper use Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers; records these resolutions for general use Tracks open customer issues and communicates the status to customers Order/determine replacement parts needed Competencies