Associate Smart Water Support Specialist

Company Description
At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture here.
Job Description
Responsibilities

• Handles and resolves customer connectivity, WiFi, networking and app support issues through phone and email queues for Moen’s Internet of Things (IOT) products in a call center environment. Escalates complex issues to the IOT Support Specialists and/or Sr. IOT Support Specialist
• Delivers a customer experience that helps to drive unsolicited, positive “word of mouth” advertisement for Moen Incorporated
• Effectively explain technical information to users of all knowledge levels
• Process, handle, and escalate tasks and issues as required while gathering and documenting appropriate data and steps taken
• Log 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 attitude
• Achieve individual and team goals, objectives, and performance targets
• Stay up to date with the latest technology trends and best practices
• Collaborate with internal teams to resolve issues

Qualifications

• 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 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 available for training March 4, 2024-March 29, 2024.
• Must be able to work scheduled shifts. Call center hours are M-F 8:00a-7:00p EST and Saturday 9:30a-6:00p; this position will be expected to work rotating shifts; including one Saturday per month.

Additional Information
Benefits

• 100% Remote Position
• Diverse, inclusive, and welcoming culture with Employee Resource Groups
• Self-led career development program with rewarding pay increases
• Annual merit increases and company bonus opportunities
• Medical, dental, and vision coverage from day one
• Paid time off from day one
• Tuition Reimbursement
• 401(k) with company match up to 3%
• Profit Sharing

Additional information

• All your information will be confidential according to EEO guidelines.

• The salary range for this position is $33,900 - $41,420 with a typical starting pay of $35,500

Fortune Brands' Water Innovations (WINN) is a multi-brand plumbing business that is inspiring people by designing beautiful experiences with water. WINN's trusted brands include Moen and the House of Rohl portfolio. We welcome you to visit the Moen.com and HouseofRohl.com websites to learn more about us and why we are a top workplace.
Equal Employment Opportunity
Fortune Brands' WINN is an equal opportunity employer. WINN evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.
Reasonable Accommodations
Fortune Brands' WINN is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail toTalentAcquisition@moen.comand let us know the nature of your request along with your contact information.