TECHNICAL SUPPORT SPECIALIST (WATER HEATING)

In the United States, Ariston is a leading manufacturer of premium, high efficiency, and high-quality heating and water heating solutions for residential and commercial applications in North America. Operating with brands including HTP, Ariston and American Standard Water Heaters, Ariston USA is headquartered in Providence, RI, as well as Sales and Distribution locations throughout the US. 

Ariston USA is part of Ariston Group, a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for hot water, space heating and air treatment, as well as components and burners. Listed on Euronext Milan since November 2021, in 2023 the Group reported almost 3.1-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries in 5 continents, 29 production sites and 29 research and development centers. The Group demonstrates its commitment to sustainability through the development of renewable and high efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems. The Group also stands out for its continuous investment in technological innovation, digitalization, and advanced connectivity systems. The Group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Chaffoteaux, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.

Our Technical Support Team is an integral part of our Parts & Services organization, serving as the knowledge & contact center for customers, contractors and installers of our water heating products.  The team operates in a virtual call center environment, using a variety of tools including 8x8, to provide talk, text and chat support for our clients. 

This role within the Technical Support Team, will focus on these main activities:

• Handling a high volume of customer requests for technical assistance.
• Demonstrating knowledge of technical product specifications and water heater fundamentals, and show the ability to communicate this information to customers via phone, video, email, chat or text. 
• Exhibiting a calm demeanor in stressful situations while being adaptable to change and maintaining a high level of customer care, both interally and externally. 
• Explain and interpret warranties to customers as they apply to products, and follow up with solutions for customers individual needs. 
• Provide training to other team members on Ariston products when required.
• Maintaining accurate records and data in our CRM tool. 

The ideal candidate has a background in HVAC or Plumbing, and at minimum completion of high school/GED. They will also have:

• A preferred Technical or Vocational Degree
• Strong technical knowledge of HVAC and combustion test equipment
• Solid mechanical troubleshooting skills
• Demonstrated ability to work with people online, on video, on phone and in chat tools
• Ability to work flexible hours when required.
• Usage of Salesforce.com, as a plus

*Two shifts needed to fill, including 11am -  8pm Eastern, please indicate availability in your application.

We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.