[Hiring] Technical Support Specialist @Fortune Brands

Role Description

As a Technical Customer Service Representative at our Springwell brand, you will be the trusted expert customers rely on to answer product questions, troubleshoot technical issues, and provide guidance related to water filtration systems and related products. Through inbound phone, chat, and email interactions, you will:

• Diagnose problems
• Guide customers through troubleshooting steps
• Identify the right solution to deliver a positive and confident customer experience

This role requires strong communication skills, technical aptitude, and the ability to make sound decisions while working across multiple systems and resources. You will:

• Assess each customer's situation
• Identify root causes
• Provide accurate, easy-to-understand guidance that supports Springwell's commitment to exceptional customer service

POSITION LOCATION: This is a fully remote position open to candidates located within the United States.

SHIFT INFORMATION: This position primarily supports customers during scheduled shifts of 8:00 AM–5:00 PM ET or 9:00 AM–6:00 PM ET . Team members also participate in a collaborative rotation supporting customer inquiries through phone, chat, and email channels. Occasional schedule flexibility may be required to provide coverage during vacations, peak business periods, or special events.

COMPENSATION: The salary range for this position is $37,000–$45,000 annually , plus eligibility for bonus opportunities and overtime pay based on business needs.

Qualifications

• High School Diploma or GED
• 1+ year of experience in customer service, technical support, call center, or another customer-facing environment
• Strong verbal communication and active listening skills
• Ability to demonstrate empathy, patience, and sound judgment
• Basic computer proficiency and comfort learning new systems
• Strong critical thinking and problem-solving abilities with an aptitude for troubleshooting
• Ability to multitask while maintaining accuracy
• Willingness to learn technical product details, water filtration systems, and support processes

Requirements

• Experience with water filtration, water treatment, plumbing, or related products and systems strongly preferred
• Experience troubleshooting water filtration systems, plumbing products, mechanical equipment, or other technical products
• Knowledge of water filtration, water softening, reverse osmosis, plumbing components, or residential water systems
• Experience providing technical guidance or troubleshooting support to customers by phone, chat, or email
• Experience working in a fast-paced, metrics-driven customer service or technical support environment
• Familiarity with CRM systems, knowledge bases, or customer support technologies
• Bilingual capabilities are a plus

Benefits

• Comprehensive, competitive benefits that prioritize all aspects of wellbeing
• Robust health plans
• Market-leading 401(k) program with a company contribution
• Product discounts
• Flexible time off benefits
• Adoption benefits
• Numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates

Company Description

Fortune Brands Innovations is an industry-leading home, security and digital products company. We’re advancing exciting innovations across our portfolio, which includes: Moen, House of Rohl, Aqualisa, SpringWell, Therma-Tru, Larson, Fiberon, Master Lock, SentrySafe and Yale residential.

At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential.

When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength.