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Residential Tech Support Agent - Tier 1

Date: Mar 16, 2023

Location: Johnson City, TN, US, 37601

Company: A. O. Smith Corporation

Company / Location Information

We are one of the world’s leading manufacturers of water heating and water treatment technologies in the world. We are a $3.5 billion company with 140+ years history and we employ more than 12,000 individuals globally who pride themselves on providing the world with innovative water technology. We are committed to Continuous Improvement, not just in our factories or processes, but in our people.

Primary Function

To provide technical/troubleshooting assistance, general product information, warranty assistance, and parts order processing which requires basic product knowledge of water heaters. Primarily works with homeowners and one-unit applications. Customers are general contractors, service professionals, facility maintenance personnel, architects, engineers and other professionals responsible for ensuring equipment is ordered, installed, maintained, and functional. Technical Support Tier 1 work to assist callers in repair rather than replacing equipment. Product-specific paid training is provided.

Role Specific Responsibilities

SPECIFIC DUTIES/ACCOUNTABILITIES (List in order of importance)

• Provides world class customer service in a fast-paced customer service center (an average of 60 customer contacts per day) which includes:

o Answering incoming calls and emails, as well as following up on previous issues with customers solving electric and gas water heater equipment issues.

o Documenting call, installation, and product information.

o Researching product/part information, inputs/documents, and maintains/updates records using multiple web-based systems.

  • Remains educated and up to date on current and new products with technical aspects of water heaters and related equipment.

• Assess caller’s abilities and refer non-service professionals to service providers when needed while following warranty processes.

• Makes warranty related decisions for water heating and related equipment approx. $1500.

• Provides specification information for callers considering purchase including size and related equipment information based on end user needs.

• Refers callers for purchasing as needed.

• Inputs product registrations.

• Serves as the first contact our customers and potential customers have with our company. It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer friendly disposition.


• High school diploma or equivalent

• 1 year of Customer Service experience

• Demonstrated proficient verbal and written communication skills.

• Demonstrated troubleshooting and problem-solving skills

• Software and hardware operation as well as keyboarding experience

• Willing to work a 40 hour schedule within open hours of operation, 7:00am - 8:00pm

Monday - Friday; rotational 8:00am – 6:00pm Saturday.


High School Diploma or GED

Years of Experience

Minimum of 1 year related work experience

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

Nearest Major Market: Asheville
Nearest Secondary Market: Knoxville

Job Segment: Wastewater, Water Treatment, Technical Support, Facilities, HVAC, Engineering, Technology, Operations