Technical Customer Service Representative

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Job Summary:
The Customer Support Analyst is responsible for resolving a wider range of customer issues, analyzing customer feedback to identify trends, and suggesting improvements to the customer support process.
Responsibilities:

Technical Support:
• Respond to customer inquiries via phone, email, or chat
• Diagnose and resolve technical issues related to products or services
• Provide step-by-step instructions to customers for technical support
• Escalate complex issues to higher-level support teams if necessary
• Update and maintain customer records and interactions in the company's database

Troubleshooting:
• Analyze technical issues reported by customers and identify root causes
• Collaborate with cross functional teams to resolve technical issues
• Test and troubleshoot products or services to identify and resolve bugs or errors
• Document troubleshooting processes and solutions for future reference
• Communicate troubleshooting steps and resolutions to customers in a clear and concise manner

Customer Interactions:
• Ensure timely and professional responses to customer inquiries and concerns
• Identify and address customer needs and provide appropriate solutions or recommendations
• Follow up with customers to ensure their issues have been resolved satisfactorily
• Keep up-to-date with product and service knowledge to provide accurate and helpful information to customers
• Identify opportunities to improve customer satisfaction and escalate to relevant teams for action.

High Impact Behaviors:
• Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
• Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
• Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

Qualifications:
• A bachelor’s degree in Business, Engineering, or a related field with at least 2 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Strong experience in process improvement or a related area, with a demonstrated understanding of Lean Six Sigma methodologies.
• Proficiency with statistical analysis software, such as Minitab, and the ability to map and analyze workflows and processes.
• Strong problem-solving and analytical skills to identify issues and develop effective solutions.
• Excellent verbal and written communication skills to report findings and make recommendations.
• Ability to work collaboratively in a team environment and contribute to group projects.

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.