Technical Support Specialist

Responsibilities

• Handle incoming technical support calls related to Leak Defense Systems
• Troubleshoot product issues and guide clients through problem resolution steps
• Prioritize, assess, and resolve support issues with minimal supervision
• Identify and coordinate the shipment of warranty replacement parts
• Train customers on equipment features and provide installation support to installers
• Assist alarm technicians with system integration into whole-home monitoring setups
• Document all interactions, issues, and resolutions accurately in the support system
• Collaborate with internal teams to escalate unresolved issues and provide product feedback

Requirements

• Associate degree or higher in a technical field (IT, Electronics, Plumbing Technology, etc.) or equivalent work experience
• 2-4+ years of experience in technical support, field service, or a related role
• Demonstrated ability to independently troubleshoot and resolve moderately complex technical issues
• Proficiency with MS Office Suite and familiarity with CRM systems
• Strong written and verbal communication skills
• Ability to multitask and prioritize in a fast-paced environment

Preferred Qualifications

• Previous experience supporting hardware-based or IoT products
• Knowledge of electronic devices, electrical systems, and plumbing

Benefits

• Competitive compensation based on skills and experience
• Comprehensive medical and dental coverage
• Retirement benefits
• Family building benefits, including paid maternity/paternity leave
• 10 paid holidays and Paid Time Off
• Professional development opportunities and educational reimbursement
• Fitness reimbursements and employee discount programs

About the Company

Watts is a global leader in water technology, dedicated to providing safe, clean water and protecting our planet's most valuable resource. For 150 years, we have built best-in-class products for residential and commercial settings, utilizing cutting-edge technology to deliver smart, sustainable water solutions.