IT Support

• Assist customers with technical questions, troubleshooting, installation guidance, product maintenance, and support requests through inbound interactions
• Gather information, identify root causes, and evaluate potential solutions related to water filtration systems and associated products
• Walk customers through step-by-step troubleshooting and resolution processes
• Support customer inquiries through phone, chat, and email channels
• Use multiple systems, tools, and knowledge bases simultaneously to research, diagnose, and resolve customer concerns
• Record customer interactions, troubleshooting activities, and resolutions accurately
• Meet expectations for quality, productivity, and customer satisfaction
• Maintain composure while managing high interaction volumes and complex technical situations
• Expand product knowledge and strengthen technical troubleshooting skills

Technical Support Specialist – Water Filtration

• Assist customers with technical questions, troubleshooting, installation guidance, product maintenance, and support requests through inbound interactions
• Gather information, identify root causes, and evaluate potential solutions related to water filtration systems and associated products
• Walk customers through step-by-step troubleshooting and resolution processes
• Support customer inquiries through phone, chat, and email channels
• Use multiple systems, tools, and knowledge bases simultaneously to research, diagnose, and resolve customer concerns
• Accurately record customer interactions, troubleshooting activities, and resolutions
• Meet expectations for quality, productivity, and customer satisfaction
• Maintain composure while managing high interaction volumes and complex technical situations
• Expand product knowledge and strengthen technical troubleshooting skills

Technical Customer Support Representative – Water Filtration

• Answer product questions and troubleshoot technical issues related to water filtration systems and related products
• Provide product guidance through inbound phone, chat, and email interactions
• Diagnose problems, gather information, identify root causes, and evaluate potential solutions
• Guide customers through step-by-step troubleshooting and resolution processes
• Provide installation guidance, product maintenance assistance, and support
• Participate in a collaborative rotation supporting phone, chat, and email inquiries
• Use multiple systems, tools, and knowledge bases to research, diagnose, and resolve concerns
• Document customer interactions, troubleshooting activities, and resolutions
• Meet quality, productivity, and customer satisfaction expectations
• Manage high interaction volumes and complex technical situations professionally
• Expand product knowledge and strengthen technical troubleshooting skills

• Assist customers with technical questions, troubleshooting, installation guidance, product maintenance, and support requests through inbound interactions
• Gather information, identify root causes, and evaluate potential solutions related to water filtration systems and associated products
• Walk customers through step-by-step troubleshooting and resolution processes
• Support customer inquiries through phone, chat, and email channels
• Use multiple systems, tools, and knowledge bases simultaneously to research, diagnose, and resolve customer concerns
• Accurately record customer interactions, troubleshooting activities, and resolutions
• Meet expectations for quality, productivity, and customer satisfaction
• Maintain composure while managing high interaction volumes and complex technical situations
• Expand product knowledge and strengthen technical troubleshooting skills to improve customer outcomes
• Work scheduled shifts of 8:00 AM–5:00 PM ET or 9:00 AM–6:00 PM ET, with occasional flexibility for coverage needs

• Assist customers with technical questions, troubleshooting, installation guidance, product maintenance, and support requests through inbound interactions
• Gather information, identify root causes, and evaluate potential solutions related to water filtration systems and associated products
• Walk customers through step-by-step troubleshooting and resolution processes
• Participate in a collaborative team rotation supporting customer inquiries through phone, chat, and email channels
• Use multiple systems, tools, and knowledge bases simultaneously to research, diagnose, and resolve customer concerns
• Accurately record customer interactions, troubleshooting activities, and resolutions
• Meet expectations for quality, productivity, and customer satisfaction
• Maintain composure while managing high interaction volumes and complex technical situations
• Expand product knowledge and strengthen technical troubleshooting skills to improve customer outcomes

• Assist customers with technical questions, troubleshooting, installation guidance, product maintenance, and support requests through inbound interactions
• Gather information, identify root causes, and evaluate potential solutions related to water filtration systems and associated products
• Walk customers through step-by-step troubleshooting and resolution processes using clear, professional communication
• Participate in a collaborative team rotation supporting customer inquiries through phone, chat, and email channels
• Use multiple systems, tools, and knowledge bases simultaneously to research, diagnose, and resolve customer concerns
• Accurately record customer interactions, troubleshooting activities, and resolutions to maintain complete service records
• Meet expectations for quality, productivity, and customer satisfaction
• Maintain composure while managing high interaction volumes and complex technical situations
• Expand product knowledge and strengthen technical troubleshooting skills to improve customer outcomes

• Assist customers with technical questions, troubleshooting, installation guidance, product maintenance, and support requests through inbound interactions
• Gather information, identify root causes, and evaluate potential solutions related to water filtration systems and associated products
• Walk customers through step-by-step troubleshooting and resolution processes
• Support customer inquiries through phone, chat, and email channels
• Use multiple systems, tools, and knowledge bases to research, diagnose, and resolve customer concerns
• Record customer interactions, troubleshooting activities, and resolutions accurately
• Meet expectations for quality, productivity, and customer satisfaction
• Maintain composure while managing high interaction volumes and complex technical situations
• Expand product knowledge and strengthen technical troubleshooting skills

• Provide support for computer hardware and software issues by identifying, researching, and resolving technical problems
• Answer calls to the IT service desk
• Triage help desk tickets and assign them to the appropriate technician
• Perform hardware diagnostics, troubleshooting, break/fix, and parts replacement for laptops and desktops
• Build and configure endpoint systems
• Install and manage printers
• Complete hardware upgrades and moves, adds, and changes in laptop and desktop environments
• Interface regularly with ticket submitters
• Coordinate hardware repairs with vendors
• Perform remote troubleshooting of hardware and software issues
• Educate end users on technology issues
• Recommend improvements to support processes
• Complete assigned daily, weekly, and monthly proactive tasks
• Identify and recommend projects to improve client functionality
• Perform assigned projects
• Complete assigned documentation
• Support, examine, and repair computer systems, hardware, printers, and peripherals
• Document or update the IT Help Desk knowledge base
• Serve as a member of the Incident Management response team
• Participate in 24/7 support and be on call at least one weekend per month
• Perform other duties as assigned

Help Desk Analyst

• Monitor production systems, operational workflows, dashboards, alerts, and work queues to ensure timely processing and service delivery
• Troubleshoot and resolve routine operational and application-related issues using established procedures and support documentation
• Perform daily operational support activities to maintain service levels and operational effectiveness
• Review system activity, operational reports, and workflow queues to identify exceptions, processing delays, and recurring issues
• Escalate complex incidents and production issues to appropriate technical or operational teams while maintaining communication and follow-up through resolution
• Collaborate with business and technology teams to resolve production-related issues
• Create, maintain, and update process documentation, knowledge base articles, troubleshooting guides, and standard operating procedures
• Document incidents, service requests, issue resolutions, and operational activities in designated tracking systems
• Assist with testing, validation, and implementation activities associated with system enhancements, process improvements, and production releases
• Support operational reviews by providing information regarding recurring issues, service impacts, and workflow observations
• Identify and communicate opportunities to improve operational efficiency, service quality, and process consistency
• Adhere to established operational procedures, service level agreements, security requirements, and company policies