Role Overview
This position supports the customer experience by delivering technical guidance for all product lines. As the primary point of contact, you'll assist dealers, service providers, and consumers through phone, email, and fax, ensuring accurate and timely resolutions.
Key Responsibilities
- Deliver technical support across all product categories, addressing inquiries from various stakeholders
- Assess warranty claims in alignment with established policies and procedures
- Respond efficiently to incoming communications across multiple channels
- Document and manage service cases within the technical support database
- Diagnose product issues and guide users toward effective solutions
- Process replacement part orders linked to warranty cases using the internal case system
- Expand technical expertise through training sessions and self-directed learning
- Attend trade shows and professional development events as needed
- Support training initiatives, special projects, and administrative tasks during slower periods
- Perform additional duties as required by team needs
Qualifications
- 3–5 years of experience in customer service or a related support function
- Background in a technical field, ideally within the pool and water treatment sector
- Fluency in both English and French, written and spoken
- Demonstrated ability to learn complex systems and apply technical knowledge
- Strong judgment and composure when managing challenging situations
- Skilled in prioritizing tasks and resolving issues effectively
- Proficient with MS Office applications
Work Environment
This is a fully remote position based in Quebec. You must be able to work independently while maintaining strong communication and accountability standards. No relocation is required.
