Position :
Technical Customer Support Representative II
Supervisor:
Customer Experience, & Inside Sales Manager
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
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
guidance,
this
position
helps
ensure
exceptional
customer
experience
and
reinforces
the
company's
brand
standards.
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
for
team
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.
Specific Job Function:
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.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies in this position:
Customer Focus,
Accountable, Resourcefulness,
Organizational/Planning, Team Player,
Analytical,
Troubleshooting, Initiative
,
Adaptable,
Integrity, Detail Oriented, Decision Making
Qualifications:
Associate degree or equivalent years of experience required; additional technical certifications or product-specific training preferred.
3-5 years of experience in technical support, service operations, product troubleshooting, or related technical service environments; experience with water systems, appliances, HVAC, plumbing, electrical, or mechanical systems preferred.
Demonstrated advanced troubleshooting and diagnostic ability across the company's product lines.
Proficiency with Salesforce CRM, including case management and reporting.
Prior experience mentoring or training junior staff preferred.
Proven success promoting subscriptions, service plans, or add-on sales in a consultative manner.
Strong track record of SOP compliance and low error rates.
About us
- Zip Water is the preeminent manufacturer of multi-function taps. Our world-leading technology transforms ordinary water into water at its best – creating endless opportunities for you and your family. As a member of the larger Culligan International global team, we are dedicated to delivering high-quality water solutions to residential, commercial and industrial customers.
We are pleased to offer competitive base compensation between $65000 - 85000 & benefits including: Medical, Dental, Vision, Life, 401(k), Paid time off, Additional voluntary benefits