Technical Support Specialist - Connected Products

Handles and resolves customer connectivity, WiFi, networking and app support issues through phone and email queues for Moen’s Smart Water (IOT) products in a call center environment. Escalates complex issues to the Sr. Smart Water Support SpecialistDelivers a customer experience that helps to drive unsolicited, positive “word of mouth” advertisement for Moen IncorporatedEffectively explain technical information to users of all knowledge levelsProcess, handle, and escalate tasks and issues as required while gathering and documenting appropriate data and steps takenLog and document all customer interactions in Moen’s cloud based solutions (C4C)Consistently deliver reliable and professional support to customers while utilizing product knowledge and in-depth technical and diagnostic skills.Respond calmly and effectively to all customer situations while having a positive attitudeAchieve individual and team goals, objectives, and performance targetsStay up to date with the latest technology trends and best practicesCollaborate with internal teams to resolve issues