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Technical Product Support Technician Plumbing & Bath Fixtures
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SW CORP
Miami, FL (In Person)
$41,600 Salary, Full-Time
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Job Description
ANZZI | Bathroom & Kitchen Products Full-Time | On-Site | Monday-Friday, 9:00 AM - 5:00 PM About
ANZZI ANZZI
is a manufacturer of premium bathroom, kitchen, and home fixtures, from freestanding soaking tubs and walk-in tubs to shower systems, faucets, toilets, tankless water heaters, and more. We take pride in delivering luxury-quality products directly to our customers, and our support team is a key part of that experience. Role Overview We're looking for a friendly, sharp, and solutions-driven Technical Support Technician to join our on-site team. In this role, you'll be the go-to resource for customers and dealers who need hands-on help troubleshooting our products. You will be handling everything from installation questions to warranty and parts inquiries. You'll work across phone, email, and our ticketing system to deliver a consistently excellent support experience. What You'll Do- Handle inbound and outbound customer calls via the phone system with professionalism and a positive, customer-first attitude
- Manage and resolve support tickets in Zendesk, ensuring timely follow-up and accurate documentation
- Troubleshoot technical issues related to ANZZI involving plumbing connections, installation setup, electrical components, water flow, drainage, and mechanical functionality
- Escalate complex product or warranty cases appropriately while maintaining ownership of the customer relationship
- Collaborate with internal teams via Microsoft Teams to coordinate resolutions
- Assist with parts identification, installation guidance, and warranty claim processes
- Maintain up-to-date knowledge of ANZZI's product catalog and any new releases What We're Looking For / Requirements
Bilingual:
fluent in both English and Spanish (written and spoken) is required- 1-3 years of experience in a technical support, customer service, or home improvement/plumbing-related role
- Comfortable working with Zendesk (or a similar ticketing platform), Microsoft Teams, and standard office tools
- A natural communicator: warm, patient, and clear on the phone
- Ability to understand product manuals, spec sheets, and installation guides and translate them into plain language for customers
- Detail-oriented and organized, with the ability to manage multiple open tickets simultaneously
- Experience with or interest in plumbing, bathroom, or kitchen fixtures is a strong plus
- Must be able to work on-site Monday through Friday, 9:00 AM - 5:00 PM Nice to Have
- Prior experience with Intermedia or similar VoIP phone systems
- Familiarity with warranty or parts fulfillment processes
- Plumbing experience
- Background in home improvement, construction, or related trades What Success Looks Like
- Timely and accurate resolution of escalated technical cases
- High customer satisfaction (CSAT) and strong communication quality
- Reduced returns through effective troubleshooting and customer guidance
- Clear and consistent documentation of issues and resolutions
- Contribution to improved internal processes and knowledge base