Technical Support Specialist

We are hiring a Technical Customer Support Specialist to join our Technical Support team!

DISCOVER

Do you thrive when solving technical problems and ensuring customer satisfaction? The Technical Support Specialist works to troubleshoot technical issues related to our Hot Spring and Caldera Spas for field technicians within our dealer network.

This role is responsible for facilitating timely, positive resolutions to a variety of disputes and failures experienced in the field, both domestic and international. We are looking for a candidate who exhibits excellent phone etiquette and clearly communicates instructions with the intent of delivering superb customer service.

YOUR RIPPLE EFFECT

• Are you well-versed in mechanical and electrical repairs? Your daily responsibilities will entail researching technical and warranty histories to answer complex inquiries about our products from field technicians requesting assistance. Often fixes will require conveying multi-step tasks over the phone.

• Do you strive for great customer service? You will exercise thorough troubleshooting skills and will communicate to field technicians, as well as our dealers, proper methods in field repairs. This requires the ability to know where and how to access information quickly, but also invest the time necessary to resolve the matter without the need for repeated calls.

• Are you a strong communicator? The Tech Support Specialist will need to clearly explain and support Watkins' established policies in support of prudent decision-making and issue resolution.

• Are you a team player? The ideal candidate has a positive attitude and enjoys supporting those around them, both those internal to Watkins and individuals who are part of our external network.

• Can you effectively train others? You'll look for ways to creatively support trainings and orientations to various levels of field technicians hosted at our headquarters. Additionally, you'll participate in weekly meetings on new products and general business practices.

WHAT YOU BRING

• High school diploma or general education degree (GED); at least three years' related experience and/or training. Equivalent combination of education and experience may be considered.

• Ability to pass a basic electrical test.

• Proficient in Microsoft Office programs such as Word, PowerPoint and Excel.

• Demonstrated ability to use effective persuasion and negotiation skills as well as problem-solving and decision-making skills.

• Exceptional customer-service skills, including outstanding phone and email etiquette with the ability to articulate information in a professional and thoughtful manner.

• Bilingual fluency in English and Spanish is preferred.

WHAT YOU'LL GET

At Watkins Wellness, we believe everyone should 'Feel good. Live well.' We offer employees the opportunity to join a dynamic, growing industry leader with an outstanding and well-deserved reputation for leadership and commitment to our employees, customers, and community. We are proud of the people we are and the products we make - products that make a difference to the health and well-being of others.

We look for candidates that exhibit The Watkins Way (always Ethical, endeavors to be Transparent, embraces Inclusion, welcomes Diverse backgrounds and perspectives, Accommodating, believes in Work-Life Balance, puts Safety First, Accountable, values Relationships, Passionate, Team Player, and Goal Driven).

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, and depth perception.

The noise level in the work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Hiring Range: $21.49-34.00/hr.

Many factors affect actual compensation including but not limited to experience, education, skills, and geographic location

Company: Watkins Manufacturing

Full time

Watkins (the "Company") is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit.

It is the Company's policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Watkins is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-Verify Right to Work Poster: English & Spanish