Full-Time 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 Specialist

Delivers a customer experience that helps to drive unsolicited, positive "word of mouth" advertisement for Moen Incorporated

Effectively explains technical information to users of all knowledge levels

Processes, handles, and escalates tasks and issues as required while gathering and documenting appropriate data and steps taken

Logs and documents all customer interactions in Moen’s cloud based solutions (C4C)

Consistently delivers reliable and professional support to customers while utilizing product knowledge and in-depth technical and diagnostic skills.

Responds calmly and effectively to all customer situations while having a positive attitude

Achieves individual and team goals, objectives, and performance targets

Stays up-to-date with the latest technology trends and best practices

Collaborates with internal teams to resolve issues

Bachelor’s degree is preferred. Minimum of 1 year of experience in a technical support call center, help desk or field service environment required

Proficient with home-based wireless networking solutions, IOT and smart home devices

Basic experience with mobile devices (Android and Apple) and digital voice assistants

Good interpersonal skills required; ability to interface with customers in a manner which instills confidence in Moen’s products and business; ability to successfully interact with a variety of customers and work through challenging situations.

Skilled in written and verbal business communication

Self-motivated and ability to work independently and with a team

Must be able to work scheduled shifts. Call center hours are M-F 8:00am-7:00pm and Saturday 9:30am – 6:00pm EST

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $34,000k - $48,400k

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