Technical Product Support Technician – Plumbing & Bath Fixtures

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

Pay: $20.00 per hour

Application Question(s):

• Do you have experience with plumbing fixtures, appliances, or product installation?
• Do you have hands-on troubleshooting experience with mechanical or electrical products?
• This is NOT an IT/software support role. Do you have experience supporting physical products?
• Are you bilingual in English and Spanish?

Work Location: In person

Salary : $20