Customer Support Representative
## About the Role Fortune Brands Innovations is seeking a Technical Customer Service Representative for its Springwell brand to provide technical customer support for water filtration systems and related products. This fully remote U.S. position serves as a trusted resource for customers by answering product questions, troubleshooting technical issues, providing installation and maintenance guidance, and identifying appropriate solutions through phone, chat, and email. The role is well suited to a customer service or technical support professional with strong communication, active listening, critical thinking, and troubleshooting skills. Success in this position requires the ability to navigate multiple systems, diagnose customer concerns, communicate solutions clearly, maintain accurate service records, and remain composed while handling complex or high-volume interactions. ## Key Responsibilities Provide technical customer support for water filtration systems and related products. Answer customer questions and provide guidance related to products, installation, maintenance, and support requests. Gather information, diagnose issues, identify root causes, and evaluate potential solutions. Guide customers through clear, step-by-step troubleshooting and resolution processes. Support customers through inbound phone, chat, and email interactions. Participate in a collaborative rotation supporting multiple customer service channels. Use multiple systems, tools, and knowledge bases to research, diagnose, and resolve customer concerns. Accurately document customer interactions, troubleshooting activities, and resolutions. Meet expectations for customer service quality, productivity, and customer satisfaction. Maintain professionalism and composure while managing high interaction volumes and complex technical situations. Continuously develop product knowledge and technical troubleshooting skills. ## Required 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 ability to learn new systems. Strong critical thinking and problem-solving skills. Aptitude for troubleshooting. Ability to multitask while maintaining accuracy. Willingness to learn technical product details, water filtration systems, and support processes. ## Preferred Qualifications Experience with water filtration, water treatment, plumbing, or related products and systems. 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 through 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. ## Skills & Competencies Technical customer support Customer service Technical troubleshooting Water filtration systems Product support Installation guidance Product maintenance support Problem-solving Critical thinking Root-cause analysis Active listening Verbal communication Customer empathy Patience and sound judgment Multitasking Accuracy and documentation Computer proficiency CRM and knowledge-base navigation Phone, chat, and email support Customer satisfaction Time and productivity management ## Education & Experience Education: High School Diploma or GED. Experience: 1+ year of experience in customer service, technical support, call center, or another customer-facing environment. Additional Experience: Experience with water filtration, water treatment, plumbing, mechanical equipment, or related technical products is preferred. Experience providing technical guidance through phone, chat, or email is preferred. ## Work Arrangement & Schedule Work Arrangement: Fully remote Eligible Location: United States Listed Location: Washington, DC, US Employment Type: Not explicitly specified in the source job description. Primary Schedule: 8:00 AM–5:00 PM ET or 9:00 AM–6:00 PM ET Schedule Flexibility: Occasional flexibility may be required for vacation coverage, peak business periods, or special events. Customer Support Channels: Phone, chat, and email. Weekend Requirements: Not specified. ## Compensation & Benefits Position Salary Range: $37,000–$45,000 annually. Additional Compensation: Eligible for bonus opportunities and overtime pay based on business needs. Additional Compensation Range Referenced in Source: Hiring Pay Range of $35,000 USD–$55,000 USD. Actual salary may vary based on education, training, experience, professional achievement, business need, and location. Annual bonus plan based on company and individual performance, or a role-based sales incentive plan. Health plans. Market-leading 401(k) program with company contribution. Product discounts. Flexible time off benefits. Adoption benefits. Employee Resource Groups (ERGs). ## Compliance / Additional Information Fortune Brands Innovations is an equal opportunity employer. Reasonable accommodations are available during the application and interview process. Fortune Brands states that job postings are hosted through its official careers site and that it will not request banking information or sensitive personal details before an offer has been accepted and onboarding begins. Employer/Brand: Fortune Brands Innovations / Springwell Listed Job Title: Technical Customer Support Representative - Water Filtration Posted: September 29, 2026