• Technical Support Agent field customer inquiries by finding 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