Technical Support Agent - Water Heaters - Remote - Training on-site

Category : Customer Service / Support

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include :

Paid Training

Competitive Wages

Full Benefits (Medical, Dental, Vision, 401k and more)

Paid Time Off

Employee wellness and engagement programs

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Training (30 days) will be conducted at the client site in Johnson City, TN. After Training this position is 100% remote. Hires must reside within a 50-mile radius of Johnson City, TN.

Your Responsibilities

As a Technical Support Agent, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns.

Handle and carefully respond to all customer inquiries regarding warranty information, placing orders for parts, etc.

Troubleshooting water heaters

Provide excellent customer service through active listening

Work with confidential customer information and treat it sensitively

Aim to resolve issues on the first call by being proactive

Appropriately communicate with customers

Calmly attempt to resolve and de-escalate any issues

Escalate interactions when necessary and appropriate

Track all call related information for auditing and reporting purposes

Provide feedback on call issues

We’re looking for fearless people – people who are inspired to deliver only the best in all that we do.

Qualifications :

High School Diploma or equivalent.

Minimum of 6 months of customer service experience.

Must be 18 years of age or older.

Ability to type at least 25 words per minute.

Comfortable with desktop computer systems and have general knowledge of Windows-based systems.

Customer service and / or sales experience preferred.

College degree preferred but not required.

Key Competencies :

Process Excellence : Demonstrate commitment to following established procedures and be customer service driven.

Collaboration : Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.

Communication : Outstanding communication, listening, and analytical skills.

Organizational Skills : Strong organizational and problem-solving skills.

Emotional Intelligence : Ability to prioritize tasks and work well under pressure while remaining focused.

Open-Mindedness : Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.

Critical Thinking : Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.

Solution-Oriented : Proactive approach to problem-solving with a focus on creating a positive customer experience.

Work from Home Requirements :

Internet Requirements : Minimum subscribed download rate equal or exceeds 15.0 Mbps

Minimum subscribed upload rate equal or exceeds 5.0 Mbps

ISP must have no packet loss and ping under 50ms

Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN

Proof of internet speed required

Clean and quiet workspace

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

EOE / Disability / Vets