Technical Support Specialist - Connected Products

Company Description

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.

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

Explore life at Fortune Brands here.

Job Description

• Handles and resolves customer connectivity, WiFi, networking and app support issues through phone and email queues for Moen’s Smart Water (IOT) products in a call center environment. Escalates complex issues to the Sr. Smart Water Support Specialist
• Delivers a customer experience that helps to drive unsolicited, positive “word of mouth” advertisement for Moen Incorporated
• Effectively explain technical information to users of all knowledge levels
• Process, handle, and escalate tasks and issues as required while gathering and documenting appropriate data and steps taken
• Log and document all customer interactions in Moen’s cloud based solutions (C4C)
• Consistently deliver reliable and professional support to customers while utilizing product knowledge and in-depth technical and diagnostic skills.
• Respond calmly and effectively to all customer situations while having a positive attitude
• Achieve individual and team goals, objectives, and performance targets
• Stay up to date with the latest technology trends and best practices
• Collaborate with internal teams to resolve issues

Qualifications

• Bachelor’s degree is preferred. 
• Minimum of 1 year of experience in a technical support call center, help desk or field service environment required
• Proficient with home-based wireless networking solutions, IOT and smart home devices
• Basic experience with mobile devices (Android and Apple) and digital voice assistants
• Good interpersonal skills required; ability to interface with customers in a manner which instills confidence in Moen’s products and business; ability to successfully interact with variety of customers and work through challenging situations.
• Skilled in written and verbal business  communication
• Self-motivated and ability to work independently and with a team
• Must be able to work scheduled shifts. Call center hours are M-F 8:00am-7:00pm and Saturday 9:30am – 6:00pm EST; this position will be expected to work rotating shifts

Additional Information

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $34,000k - $48,400k Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location.  In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits (including half-day summer Fridays per policy), inclusive fertility / adoption benefits, and more. We offer numerous Employee Resource Groups to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands is a brand, innovation and channel leader focused on exciting, supercharged categories in the home products, security and commercial building markets. Our portfolio of brands includes Moen, House of Rohl, Aqualisa, SpringWell, Therma-Tru, Larson, Fiberon, Master Lock, SentrySafe and Yale residential.

Fortune Brands is headquartered in Deerfield, Illinois and trades on the NYSE as FBIN.

Equal Employment Opportunity

FBIN is an equal employment opportunity employer and does not discriminate against any applicant based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

We are committed to a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. To support our efforts, we invite you to voluntarily share your gender, ethnicity, and veteran status. This information is confidential and helps us ensure an inclusive hiring process and improve our diversity initiatives.

Reasonable Accommodations

FBIN is committed to working with and providing reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application or interview process, please contact us at [email protected]  and let us know the nature of your request along with your contact information. Resumes submitted to this email address will not be responded to.